Customer Operations Spec
Overview:
VGUL Team is the primary contact for internal and external clients and responsible for ensuring the clients' needs are met by the Employee Benefits Solutions Administration and Customer Service Dept. Clients of the VGUL team are defined as Group Employer contacts and Internal Business Partners.
Responsibilities Include But Not Limited To:
Serves as the single point of contact for several Group Employer Clients, Group Client Relationship Advisors, Employee Benefits Solutions Department and Individual Insureds.
Responsible for the intake, research and resolution for complex errors and inquiries within the Employee Benefits Solutions business processes.
Responsible for high-level processing requirements including complex status changes, file processing updates, billing and implementation support.
Act as a resource for processing teams.
Qualifications:
Understanding of each team’s processes and procedures (Group Billing, Individual Billing, Contract Administration, Projects and Implementation, Portability and Conversion, Support Services).
Understanding of all products offered within division.
Strong attention to detail to ensure accuracy in creating system records, researching account problems and performing detailed calculations.
Detailed understanding of client specific processes.
Ability to identify process and procedural gaps to improve the customer experience.
Collaboration with teams across the organization and upstream and downstream partners.
Communication and human relation skills to effectively interact with associates and leadership, service clients and insureds, and interact with department, division, and corporate partners to meet customer needs and expectations.
Ability to work independently, research situations, and make quality decisions with minimal direction in a fast paced and quickly changing environment.
Organization and planning skills to prioritize work and adjust to ongoing changes in systems and/or procedures.
Comfortable navigating ambiguity.
Bonus Qualifications:
Background or understanding of finance principles and/or regulatory compliance requirements.
Securian Financial believes in hybrid work as an integral part of our culture. Associates get the benefit of working both virtually and in our offices. If you’re within a commutable distance (90 minutes), you’ll join us 1 day each week in our offices to collaborate and build relationships. Our policy allows flexibility for the reality of business and personal schedules.
Preferred Skills:
The estimated base pay range for this job is:
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 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).
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