Senior Customer Service Specialist

2 weeks ago

GondrecourtleChâteau, Grand Est, United States Securian Financial Full time
Job Overview:

Are you looking for a fulfilling career with opportunities for growth? We invite you to leverage your customer service expertise in a Senior Customer Service Specialist position. You will gain insights into the diverse offerings of Securian Financial while engaging with customers daily, embodying the Securian Brand.

Position Summary:

We are in search of a Senior Customer Service Specialist to serve as a compassionate front-line problem solver, assisting our customers, advisors, channel partners, and distributors via phone, email, and/or chat in an inbound service center. Successful candidates will be dependable, consistent, motivated, and empathetic individuals who aim to uphold Securian's quality standards.

This role operates Monday through Friday, with no weekend shifts, and offers a virtual, hybrid work option. The hybrid model is event-based, requiring in-office presence for specific circumstances such as:
  • Technical disruptions in the home working environment or equipment lasting over one hour (including but not limited to internet or electricity outages, laptop failures).
  • Significant events as determined by the management team.
  • Other business needs where in-office work is more effective than remote work.
*Candidates must reside within a commutable distance from our home office location.

Hours:
  • Training Hours = 8 AM - 4:45 PM.
  • Ongoing work schedule will be assigned post-training, with hours ranging between 7 AM - 6 PM, Monday - Friday.
Hourly Pay: $20/hour

Key Responsibilities:
  • Deliver compassionate, timely, and accurate responses to customers, financial professionals, channel partners, and distributors through telephone, email, and/or chat in an inbound service center, adhering to Securian Financial's service and quality standards.
  • Assist customers in initiating various insurance claims.
  • Clarify and resolve complex claim, policy, or account inquiries for our customers and clients.
  • Understand and meet or exceed call center metrics while ensuring an exceptional customer experience.
  • Cross-train into additional product lines upon successful completion of the primary training program.
Qualifications:

This position requires specific technological capabilities for remote work. Candidates must meet WIFI bandwidth and other technical specifications (details below).
  • Strong customer service orientation, a collaborative mindset, active listening skills, empathy towards customers, and professional phone etiquette.
  • Excellent verbal and written communication abilities.
  • Self-motivated, punctual, and reliable.
  • Trustworthy with the ability to maintain confidentiality.
  • Proficient with computers, capable of navigating multiple systems during calls, and possessing strong typing skills.
  • Adept at multitasking, working efficiently, and managing time effectively in a fast-paced call center environment while handling a significant volume of calls.
  • Ability to retain knowledge and utilize training, resources, peers, and business partners to resolve customer issues.
  • Strong willingness to learn and grow with the organization.
Internet Service Requirements:

Wired Internet connection (NOT WIFI)
  • Service must be provided by fiber, cable, or DSL.
NOT supported: 5G (Mobile), satellite, and wireless broadband
  • Carrier Dynamic DNS on modem/routers are NOT supported.
Recommended Dedicated Internet speeds:
  • Download speed: 100 Mbps (minimum 25 Mbps required)
  • Upload speed: 10 Mbps (minimum 5 Mbps required)
VOIP requirements: To check these statistics, you can visit Fusion Connect for a

SPEEDTEST.
  • Jitter: Less than 30ms
  • Latency: Less than 150ms
  • Packet loss: 1% or less
Physical Job Requirements:
  • Ability to work at least 40 hours per week.
  • Ability to use keyboard, mouse, and computer for up to 6-8 hours daily.
  • Ability to utilize phone and/or virtual meeting platforms for approximately 6-8 hours daily.
  • Ability to perform simple grasping including handwriting, paper manipulation, sorting, folding, etc., periodically throughout the workday.
The physical job requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Compensation:

The estimated base pay range for this position is:

$31.73

Pay may vary based 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 member of the Securian Financial Talent Acquisition team.

Join Us: At Securian Financial, we recognize that attracting top talent requires more than just a job - it means offering 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 encourage you to take time off for what matters most to you. During your first year of employment, you will receive a prorated bank of personal days and vacation time based on your month of hire.
  • Leave Programs: Securian's flexible leave programs allow time off for parental leave, caregiver leave for family members, bereavement, and military leave.
Retirement Plans: Participate in our 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, with a target of 5 percent 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.

Community Engagement: We value community involvement. Through company-sponsored events, volunteer paid time off, a dollar-for-dollar matching gift program, and more, we encourage you to support organizations that matter to you.

Associate Resource Groups: Build connections, be yourself, and develop meaningful relationships at work through associate-led ARGs. Dedicated groups focus on various 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.

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To view our legal statement click here

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