Customer Operations Sr Representative

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

Qualifications:

• 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

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:

• Mental Wellness and Disability

• Pride at Securian Financial

• Securian Young Professionals Network

• Securian Multicultural Network

• Securian Women and Allies Network

• Servicemember Associate Resource Group