*At Securian Financial the internal title for this position is Customer Operations Sr Rep.
Affinity Customer Service is a part of the Business Services area providing operations support to multiple markets for Securian Financial, including Employer and Financial Institution Groups. This shared services division aligns with Vision 2020 initiative, including goals to improve customer experiences and internal efficiencies. This includes streamlining workflows and providing excellent service that meets or exceeds our customers' expectations.
Client Billing supports the billing and premium reconciliation needs for the Employer Market. Associates on this team provide a variety of requested billing services and work to resolve discrepancies between the expected billed amount and what the employer remits. This position works directly with our clients building lasting relationships and coordinates with our internal partners in providing exceptional service.
Responsibilities include but not limited to:
Bill, clear, and reconcile group premiums. Follow-up to obtain missing information needed to clear premiums. Address discrepancies and partner closely with internal resources, external clients and or brokers/distributors to resolve billing issues in a timely manner.
Use sound judgement to research and resolve problems that prevent premium clearing, including researching client remittance documents and files, as well as matching premium payment info to our administrative systems.
Clearly communicate all billing discrepancies identified, document all issues and ensure timely resolution.
Report, log and appropriately escalate past due premium/clients per procedures.
Manage and maintain all necessary reports to ensure premium is cleared in a timely manner, maintain compliance with all financial reporting rules and regulations, and internal audit requirements.
Place Outbound administration follow up calls. Support Inbound call center overflow calls as needed to support volume spikes ensuring service level agreements are achieved.
All tasks must adhere to department quality standards and be completed within service level obligations.
Strong customer focus for both internal and external customers.
Verbal and written communication skills to convey accurate information to clients, internal partners, and participants.
Business math skills to calculate premium due, adjustments, and determine paid to dates, including a general understanding of accounting principles.
Analytical and problem solving skills to research and resolve problems and reconcile billings. Organization and planning skills to prioritize work and adjust to meet deadlines.
Strong attention to detail to ensure accuracy in creating system records, researching account problems and performing detailed calculations.
Ability to perform within established department goals including quality assurance (QA). Ability to apply good judgement to situations.
PC skills, including knowledge of Microsoft Word and Excel.
Good prioritization skills and adaptable to change.
Ability to work effectively both individually and in a team environment.
Professionalism combined with a positive can-do attitude.
Willingness to suggest new ideas, processes and procedures.
Demonstrate a willingness to help others and be cross trained in other departments.
Flexibility to work overtime during peak volumes.
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.
Securian Financial has been around for 140 years. We’re committed to giving back to our community, donating 15,000 employee volunteer hours this past year. We also provide extensive resources to our employees for professional development and growth and a number of diverse professional and social opportunities throughout the company. There’s a reason our employees have voted us as a best place to work year after year! In addition:
Generous paid time off. We want you to take time off for whatever matters most to you!
Tuition reimbursement program. We value continuous learning at Securian!
Company-funded pension plan as well as 401K retirement plan – great resources to secure your financial future.
Continuous opportunities for new challenges.
Variety of health plan options as well as dental and vision plans.
Paid maternity/paternity leaves.
Securian Financial Group, Inc. does not discriminate based on race, color, creed, religion, national origin, sex, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance, status in a local human rights commission, or any other status or condition protected by local, state or federal law. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by telephone 651-665-5522 (voice), 711 (telecommunications relay), or by email at EmployeeRelations@securian.com.
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