Job Description

Overview: Are you looking for a rewarding career with opportunities for advancement? Join us as a Contact Center Senior Representative and bring your customer service experience to Securian Financial. In this role, you'll learn about our diverse range of products and engage with customers daily, embodying the Securian Brand. As a Contact Center Senior Representative, you'll be an empathetic front-line problem solver, providing support to customers, advisors, channel partners, and distributors via phone, email, and chat in an inbound service center. Successful candidates are reliable, consistent, motivated, and compassionate, always striving to meet Securian's high-quality standards. This opportunity is Monday - Friday, NO weekends and is a virtual, hybrid work option. The contact center hybrid model is event based, with events requiring in-office presence to include: Technical disruption in home working environment or equipment lasting more than one hour (including but not limited to internet/electricity outage, laptop failure). Important and/or special events as determined by Securian management team. Other business needs where working in the office is more effective than being virtual. *Candidates must reside within a commutable 90-minute radius from our St. Paul, Minnesota home office location. Hours: Training Hours = 8 AM - 4:45 PM. Ongoing work schedule will be assigned after training is complete. Typical hours are 9:15am - 6:00pm, Monday - Friday. Responsibilities include but not limited to: Provide compassionate, timely, and accurate responses to customers, financial professionals, channel partners, and distributors by telephone, email, and/or chat in an inbound service center, consistent with service and quality standards of Securian Financial. Explain and resolve complex policy or account information/issues to our customers and clients. Understand and meet or exceed call center metrics while providing an excellent customer experience. Cross-train into additional product line upon successful completion of primary training program. Qualifications: This position has technological requirements to work remotely. Must meet WIFI bandwidth and other technical requirements (see details below). Strong customer service mindset, "We do it with you" attitude, active listening skills, ability to empathize with customers, and professional phone etiquette. Excellent verbal and written communication skills. Self-motivation, punctuality, and dependability. Reliability, trustworthiness, and ability to maintain required confidentiality. Proficiency with computers, ability to navigate multiple systems while on calls, and strong typing skills. Ability to multi-task, work efficiently, and effectively manage time in a fast-paced call center environment while handling 35-50 calls per day. Knowledge retention and ability to leverage training, resources, peers, and business partners to problem-solve customer issues. Strong willingness to learn and continue to grow with the company. Internet Service Requirements : Wired Internet connection ( NOT WIFI ) Service provided by a fiber, cable, or DSL. NOT supported service: 5G (Mobile), satellite, and wireless broadband Carrier Dynamic DNS on modem/routers are NOT supported (ie. Centurylink/Lumen) Recommended Dedicated Internet speeds: Download speed: 100 Mbps (25 Mbps minimal required) Upload speed: 10 Mbps (5 Mbps minimal required) VOIP requirements: To check these statistics, you can visit Fusion Connect for a SPEEDTEST. Jitter: Less than 30ms Latency: Less than 150ms Packetloss: 1% or less #LI-Remote Hourly Pay: $20/hour - $21/hour The estimated base pay range for this job is: $18.27 - $31.73 Pay may vary depending on job-related factors and individual experience, skills, knowledge, etc. More information on base pay and incentive pay (if applicable) can be discussed with a with a member of the Securian Financial Talent Acquisition team. Be you. With us. At Securian Financial, we understand that attracting top talent means offering more than just a job - it means providing a rewarding and fulfilling career. As a valued member of our high-performing team, we want you to connect with your work, your relationships and your community. Enjoy our comprehensive range of benefits designed to enhance your professional growth, well-being and work-life balance, including the advantages listed here: Paid time off: We want you to take time off for what matters most to you. Our PTO program provides flexibility for associates to take meaningful time away from work to relax, recharge and spend time doing what's important to them. And Securian Financial rewards associates for their service by providing additional PTO the longer you stay at Securian. Leave programs: Securian's flexible leave programs allow time off from work for parental leave, caregiver leave for family members, bereavement and military leave. Holidays: Securian provides nine company paid holidays. Company-funded pension plan and a 401(k) retirement plan: Share in the success of our company. Securian's 401(k) company contribution is tied to our performance up to 10 percent of eligible earnings, with a target of 5 percent. The amount is based on company results compared to goals related to earnings, sales and service. Health insurance: From the first day of employment, associates and their eligible family members - including spouses, domestic partners and children - are eligible for medical, dental and vision coverage. Volunteer time: We know the importance of community. Through company-sponsored events, volunteer paid time off, a dollar-for-dollar matching gift program and more, we encourage you to support organizations important to you. Associate Resource Groups: Build connections, be yourself and develop meaningful relationships at work through associate-led ARGs. Dedicated groups focus on a variety of interests and affinities, including: Mental Wellness and Disability Pride at Securian Financial Securian Young Professionals Network Securian Multicultural Network Securian Women and Allies Network Servicemember Associate Resource Group For more information regarding Securian's benefits, please review our Benefits page. This information is not intended to explain all the provisions of coverage available under these plans. In all cases, the plan document dictates coverage and provisions. Securian Financial Group, Inc. does not discriminate based on race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance or any other protected status. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by email at Employment@Securian.com, by telephone 651-655-5522 (voice), or 711 (Relay/TTY). To view our privacy statement click here To view our legal statement click here Securian Financial

Job Tags

Similar Jobs