Contact Center Sr. Representative

Overview:

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 in-office 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 90-minute 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.
• Cross-train 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.
• Self-motivation, 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 multi-task, work efficiently, and effectively manage time in a fast-paced call center environment while handling 35-50 calls per day.
• Knowledge retention and ability to leverage training, resources, peers, and business partners to problem-solve 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

SPEEDTEST.

• Jitter: Less than 30ms
• Latency: Less than 150ms
• Packetloss: 1% or less

#LI-Remote

Hourly Pay: $20/hour - $21/hour

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).

To view our privacy statement click here

To view our legal statement click here