Customer Operations Sr Representative

Requirements

• Strong customer focus, with the ability to support both internal and external partners
• Clear verbal and written communication skills
• Strong attention to detail and ability to manage multiple tasks at once
• Problem-solving skills with the ability to research and work through case issues
• Effective organization and time management skills to meet deadlines
• Ability to work within established quality and service expectations
• Comfort using systems and tools, including Microsoft Word and Excel
• Ability to work both independently and as part of a team
• Professional, positive approach with a willingness to learn and adapt
• Openness to feedback, process improvements, and cross-training opportunities
• Flexibility to support overtime during higher volume periods
• Physical job requirements:
• Ability to work at least 40 hours per week
• Ability to utilize keyboard, mouse and computer for up to 8 hours per day
• Ability to utilize phone for approximately 7 hours per day
• Ability to perform simple grasping including handwriting, paper manipulation, sorting, folding, etc. periodically throughout entire workday
• The physical job requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Equal employment opportunity:
• Preferred Skills:
• The estimated base pay range for this job is:
• $18.80 - $32.69
• 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.
• Paid time off:
• We want you to take time off for

Additional Information

Position Summary: The PCC (Portability, Continuation, and Conversion) team is part of Administration & Client Services (ACS) within Employee Benefits Solutions (EBS). ACS delivers end-to-end administration and client service, supporting the full customer and policy lifecycle with a focus on accuracy, efficiency, and a high-quality customer experience. Our teams provide support across the entire journey, from onboarding and implementation through ongoing servicing, billing, and customer communications. We work closely with clients, administrators, and internal partners to deliver responsive, reliable service and ensure a seamless experience at every stage. Within this structure, the PCC team supports customers as they transition or maintain coverage following a qualifying event. This role focuses on managing casework, reviewing documentation, and ensuring accurate and timely processing. Associates partner closely with customers and internal teams to work through questions, resolve issues, and provide a smooth, supportive experience during key coverage decisions. Responsibilities include but are not limited to: Process portability, continuation, and conversion requests, ensuring accuracy and timeliness Review documentation for completeness and follow up to gather any missing or unclear information Identify and resolve discrepancies or issues that may delay processing, partnering with internal teams as needed Communicate clearly with customers and internal partners to explain requirements, next steps, and case status Document all case activity and maintain accurate system records Monitor and manage assigned work to meet service level expectations and quality standards Escalate complex or time-sensitive issues following established procedures Support inbound and outbound call activity as needed to manage volume and maintain service levels Maintain compliance with all regulatory requirements and internal policies Contribute to team success by sharing ideas, supporting peers, and participating in cross-training opportunities

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Company Intel

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