Customer Operations Specialist

The Direct Pay Customer Operations Specialist is responsible for overseeing daily operations, delegating/prioritizing the team's work, ensuring high-quality service delivery, and fostering a culture of continuous improvement. This role requires a blend of technical proficiency, analytical thinking, and strong interpersonal skills to support both team members and clients.

Key Responsibilities:

• Work Organization & Planning:
  Organize, assign, and track work items to ensure deadlines are met and customers experience quality service.

• Prioritization and Strategic Thinking:
  Prioritize and assign work to team members based on workload, deadlines, and skill sets to ensure efficient operations and balanced team performance.

• Attention to Detail:
  Identify and resolve problems, present findings clearly to other teams or clients, and prevent confusion or rework through thorough review and documentation.

• Critical Thinking:
  Apply independent judgment and critical thinking to all aspects of work, ensuring thoughtful decision-making and problem-solving.

• Data Proficiency:
  Demonstrate aptitude with numbers, performing calculations and reconciliations as a core part of daily responsibilities.

• Communication (Written & Verbal):
  Articulate problems, solutions, and requests clearly in both written and verbal formats to internal and external stakeholders.

• Continuous Process Improvement:
  Develops a mindset of continuous process improvement by regularly evaluating workflows, identifying opportunities for increased efficiency, and implementing best practices to enhance team performance and service quality.

• Business Professionalism:
  Maintain a professional demeanor, understanding the broader business context and representing the team effectively in corporate and customer interactions.

• Phone Training:
  Conduct outbound calls to answer customer questions and manage their service requests.

• Curiosity/Big Picture Thinking:
  Demonstrate curiosity about systems and processes, seek ways to optimize and improve, and understand the team's role in broader organizational goals.

• Disciplined Timeboxing/Pivoting:
  Manage multiple work queues, assess time requirements, and pivot efficiently between tasks to maximize productivity.

Qualifications:

• Strong organizational and time management skills.

• Ability to prioritize competing tasks and adapt to changing priorities.

• High attention to detail and accuracy in calculations and documentation.

• Effective communicator with both internal teams and external clients.

• Demonstrated ability to work independently and as part of a team.

• Experience with Microsoft Outlook and other business communication tools.

• Comfort with phone-based customer service and support.

Preferred Qualifications:

• Previous experience in customer operations, billing, or related administrative roles.

• Proven track record of process improvement and cross-functional collaboration.

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 in a commutable distance (90 minutes), you'll join us in our offices an average of one day per week to collaborate and build relationships. Our policy allows flexibility for the reality of business and personal schedules.

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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