Customer Operations Sr. Representative

Job Title

Overview: Join a collaborative team that helps policy holders keep important life insurance coverage when they experience job changes or life transitions. In this role, you'll process and quality check applications to continue coverage (e.g., portability, continuation, and conversion) and coordinate next steps with internal partners-all with a strong emphasis on accuracy, clear written communication, and great customer experience. An ideal candidate is a self-starter who enjoys a fast-paced environment, thrives on problem solving and is a multi-tasker. Responsibilities include but not limited to: Process applications for life insurance continuation scenarios (portability, continuation, conversion), ensuring required data and documentation are complete and accurate before routing to downstream teams. Additional requirements will include service requests and group inbox management while meeting turnaround time standards or performance guarantees. Perform prep and QA on each case (verify coverage details, signatures, and other requirements) and flag "not in good order" items to the appropriate internal team that sends follow-up letters to customers. Coordinate via email with internal partner teams (no outbound customer calling) to clarify missing information and move work forward efficiently. Create and manage correspondence and artifacts-letters, emails, spreadsheets-and edit/proofread to maintain a high standard of accuracy and clarity. Work the queue effectively in a high volume environment-progressing many items each day and completing a subset end-to-end-while escalating when needed and collaborating to keep work flowing. Contribute to team improvement by sharing ideas that streamline processes and reduce cycle time.

Qualifications

Strong data entry skills and exceptional attention to detail. Clear, professional written communication (email centric work) and solid verbal communication for internal coordination. Sound judgment-you know when to investigate and when to ask for help; you're inquisitive and comfortable with SOPs. Problem solving mindset with willingness to suggest process improvements. Organization and prioritization skills to manage queue-based work, including during busy seasons. Microsoft Word and Excel proficiency (spreadsheets for tracking/letters/templates). Customer first orientation for both internal partners and end customers. Preferred Qualifications: Experience in group life/employee benefits operations or similar regulated, documentation heavy work. Background in high-volume back-office processing (quality focused). Familiarity with coverage verification and insurance forms.

Benefits

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 Secur an 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

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). All applicants will be considered solely on the basis of their qualifications.