Senior Customer Service Representative

Overview:As a Customer Operations Senior Representative, you will play a key role in delivering an exceptional client experience by ensuring premium billing activities are completed accurately, timely, and in accordance with business and regulatory requirements. In this fast-paced, high-volume production environment, you will manage multiple priorities while partnering with clients, brokers, and internal business partners to resolve complex billing issues, maintain account integrity, and support the financial health of our customers. Success in this role requires strong analytical skills, attention to detail, adaptability, and a commitment to delivering quality service and continuous improvement.Responsibilities include, but are not limited to:Process high-volume premium billing transactions with accuracy and efficiency while meeting established service, quality, and productivity expectations.Ensure accurate and timely premium billing, payment application, and account reconciliation for Employer Benefits Solutions clients.Research, analyze, and resolve complex billing discrepancies by partnering with clients, brokers, and internal business partners.Process billing adjustments, coverage changes, retroactive transactions, and other account maintenance activities while maintaining data accuracy.Monitor account balances and past-due items, taking appropriate action to resolve outstanding issues in accordance with established procedures.Maintain compliance with operational, financial, and regulatory requirements while safeguarding the integrity of client billing records.Build and maintain effective relationships with internal and external partners by providing responsive, professional service and clear communication.Identify opportunities to improve processes, enhance operational efficiency, and contribute to a culture of continuous improvement.Support team objectives by sharing knowledge, collaborating with peers, and adapting to changing business needs and priorities.Qualifications:Strong customer focus for internal and external stakeholders.Excellent verbal and written communication skills.Advanced proficiency in Microsoft Excel and Outlook.Strong attention to detail and ability to maintain accuracy.Analytical and problem-solving skills with critical thinking ability.Basic math aptitude for billing calculations and reconciliations.Ability to prioritize tasks and adapt to changing demands.Flexibility to work overtime during peak periods.Commitment to continuous improvement and process innovation.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:Communication, Critical Thinking, Curious Mindset, Detail-Oriented, Problem SolvingThe estimated base pay range for this job is:$18.80 - $32.69Pay 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:Environmental Health & SustainabilityMental Wellness and DisabilityPride at Securian FinancialSecurian Young Professionals NetworkSecurian Multicultural NetworkSecurian Women and Allies NetworkServicemember Associate Resource GroupThis 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 View email address on click.appcast.io, by telephone View phone number on click.appcast.io (voice), or 711 (Relay/TTY).Securian Financial is a drug-free workplace. #J-18808-Ljbffr