Customer Operations Sr. Representative

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 applicationsfor 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 QAon 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 emailwith 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 effectivelyin 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 improvementby sharing ideas that streamline processes and reduce cycle time.

Qualifications:

• Strongdata entryskills and exceptionalattention to detail.

• Clear, professionalwritten communication(email centric work) and solidverbal communicationfor internal coordination.

• Sound judgment-you know when to investigate and when to ask for help; you're inquisitive and comfortable with SOPs.

• Problem solvingmindset with willingness to suggest process improvements.

• Organization and prioritizationskills to manage queue-based work, including during busy seasons.

• Microsoft Word and Excelproficiency (spreadsheets for tracking/letters/templates).

• Customer first orientationfor both internal partners and end customers.

Preferred Qualifications:

• Experience ingroup life/employee benefitsoperations or similar regulated, documentation heavy work.

• Background inhigh-volume back-office processing(quality focused).

• Familiarity withcoverage verificationand insurance forms.

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 1 day each week in our offices to collaborate and build relationships. Our policy allows flexibility for the reality of business and personal schedules.