Contact Center Senior Representative

4 weeks ago

Shakopee, Minnesota, United States Securian Financial Group Full time
Job Overview

We are seeking a highly skilled and compassionate Contact Center Senior Representative to join our team at Securian Financial Group. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers, advisors, and channel partners through phone, email, and/or chat in an inbound service center.

Key Responsibilities
  • Provide empathetic and timely responses to customers, financial professionals, and channel partners, consistent with service and quality standards.
  • Assist customers with initiating insurance claims and explain complex claim, policy, or account information/issues.
  • Understand and meet or exceed call center metrics while delivering an excellent customer experience.
  • Cross-train into additional product lines upon successful completion of primary training.
Requirements
  • Strong customer service mindset, active listening skills, and ability to empathize with customers.
  • 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, and strong typing skills.
Work Environment

This is a virtual, hybrid work option with a flexible schedule. You will be required to work from home with a wired internet connection and meet specific technical requirements. The contact center hybrid model is event-based, with occasional in-office presence required for technical disruptions or special events.

Benefits
  • Paid time off, including personal days and vacation time.
  • Flexible leave programs for parental leave, caregiver leave, bereavement, and military leave.
  • Company-funded pension plan and 401(k) retirement plan.
  • Health insurance, including medical, dental, and vision coverage.
  • Volunteer time off and a dollar-for-dollar matching gift program.
About Securian Financial Group

We are a leading financial services company dedicated to helping our customers achieve their financial goals. We value diversity, equity, and inclusion and are committed to creating a workplace that is welcoming and inclusive for all employees.

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