Contact Center Sr. Representative
Contact Center Sr. Representative
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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 youll learn about our diverse range of products and engage with customers daily embodying the Securian Brand.
As a Contact Center Senior Representative youll be an empathetic frontline 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 Securians highquality 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 inoffice 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 90minute 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 standardsof 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.
- Crosstrain 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.
- Selfmotivation 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 multitask work efficiently and effectively manage time in a fastpaced call center environment while handling 3550 calls per day.
- Knowledge retention and ability to leverage training resources peers and business partners to problemsolve 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
- Jitter: Less than 30ms
- Latency: Less than 150ms
- Packetloss: 1% or less
#LIRemote
Hourly Pay: $20/hour $21/hour
The estimated base pay range for this job is:
Pay may vary depending on jobrelated 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 highperforming 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 wellbeing and worklife 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 whats important to them. And Securian Financial rewards associates for their service by providing additional PTO the longer you stay at Securian.
Leave programs: Securians 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.
Companyfunded pension plan and a 401(k) retirement plan: Share in the success of our company. Securians 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 companysponsored events volunteer paid time off a dollarfordollar 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 associateled 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 Securians 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 by telephone(voice) or 711 (Relay/TTY).
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To view our legal statement click here
Required Experience:
Senior IC
Employment Type
Full-Time
