Contact Center Representative I

The next part of your journey is right around the corner — with The Standard.

A genuine desire to make a difference in the lives of others is the foundation for everything we do. With a customer-first mindset and an intentional focus on building strong teams, we've been able to uphold our legacy of financial stability while investing in new, innovative technologies that support the needs of our customers. Our high-performance culture focused on operational excellence thrives thanks to remarkable people united by compassion and a customer-first commitment. Are you ready to make a difference?

Job Summary

In this role, you'll respond to a high volume of Contact Center inquiries, providing personalized and accurate information to our members. Your main responsibility will be to enhance the member experience and deepen their understanding of our products. You'll handle various member transactions, conduct research, and resolve issues while effectively multitasking during calls. Additionally, you will utilize problem-solving skills to ensure one-call resolutions and manage escalations professionally, practicing de-escalation techniques to improve overall satisfaction.

Key Responsibilities:

• Deliver personalized service and respond to product inquiries (70% of time).
• Conduct research and follow up on member issues to achieve resolution (20% of time).
• Provide administrative support and participate in team huddles (10% of time).
• Ability to work in a fast-paced environment is a requirement of the role. *

Skills and Background You'll Need:

• High school diploma or equivalent is required
• Minimum of 1+ years of customer service experience in a call center.
• Strong communication skills and ability to relay product information clearly.
• Familiarity with using multiple computer and telecommunications technologies.
• Experience with performance metrics and quality assurance processes is preferred.

Key Behaviors of a Successful Candidate

• Adaptability to changing situations and member needs.
• Integrity in communication and service delivery.
• Strong problem-solving skills and initiative.
• Ability to maintain a calm demeanor under pressure.

We have built an enduring legacy of stability, financial strength and exceptional customer service through the contributions of the service-oriented people who choose to work at The Standard. To ensure we can attract and retain the best talent, when you join The Standard you can expect:

• A rich benefits package including medical, dental, vision and a 401(k) plan with matching company contributions
• An annual incentive bonus plan
• Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually — PTO increases with tenure
• A supportive, responsive management approach and opportunities for career growth and advancement
• Paid parental leave and adoption/surrogacy assistance
• An employee giving program that double matches your donations to eligible nonprofits and schools

In addition to the competitive salary range below, our employee-focused benefits support work-life balance. Learn more about working at The Standard.

• Eligibility to participate in an incentive program is subject to the rules governing the program and plan. Any award depends on a variety of factors including individual and organizational performance.

The actual compensation for this role will be based on a combination of education and experience, knowledge and skills, position budget, internal equity, and market data.

Salary Range:

Positions will be posted for at least 5 days from original posting date.

Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Mortgage Investors, LLC, StanCorp Investment Advisers, Inc., and American Heritage Life Insurance Company and American Heritage Service Company, marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender identity, sexual orientation, age, disability or veteran status or any other condition protected by federal, state or local law. Except where precluded by state or federal law, The Standard will consider for employment qualified applicants with arrest and conviction records pursuant to the San Francisco Fair Chance Ordinance. The Standard offers a drug- and alcohol-free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on The Standard's property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation and employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.