Customer Operations Specialist

Customer Operations Specialist

The Direct Pay Customer Operations Specialist is responsible for overseeing daily operations, delegating and 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.

• Organize, assign, and track work items to meet deadlines and deliver quality service.
• Prioritize and assign work to team members based on workload, deadlines, and skill sets for efficient operations.
• Identify and resolve problems, presenting findings clearly to other teams or clients and preventing confusion or rework through thorough review and documentation.
• Apply independent judgment and critical thinking to all aspects of work for thoughtful decision‑making and problem‑solving.
• Perform calculations and reconciliations as a core part of daily responsibilities.
• Articulate problems, solutions, and requests clearly in both written and verbal formats to internal and external stakeholders.
• Develop a mindset of continuous process improvement by evaluating workflows, identifying efficiency opportunities, and implementing best practices.
• Maintain a professional demeanor and represent the team effectively in corporate and customer interactions.
• Conduct outbound calls to answer customer questions and manage service requests.
• Demonstrate curiosity about systems and processes, seek ways to optimize and improve, and understand the team’s role in broader organizational goals.
• Manage multiple work queues, assess time requirements, and pivot efficiently between tasks to maximize productivity.

• 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 communication 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.

• 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 can work both virtually and in our offices. If you’re within a 90‑minute commutable distance, you will join us in our offices an average of one day per week to collaborate and build relationships. Our policy allows flexibility for business and personal schedules.

$20.91 – $36.54

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 (PTO) program provides flexibility for associates to take meaningful time away from work. Additional PTO is awarded the longer you stay with Securian.
• Leave programs: parental leave, caregiver leave, bereavement, and military leave.
• Nine company paid holidays.
• Company‑funded pension plan and a 401(k) retirement plan. The 401(k) contribution is tied to company performance up to 10% of eligible earnings, with a target of 5%.
• Health insurance: from the first day of employment, associates and eligible family members (spouses, domestic partners, children) are eligible for medical, dental, and vision coverage.
• Volunteer time: company‑sponsored events, volunteer paid time off, dollar‑for‑dollar matching gifts, and other community‑support initiatives.

• Mental Wellness and Disability
• Pride at Securian Financial
• Securian Young Professionals Network
• Securian Multicultural Network
• Securian Women and Allies Network
• Service member Associate Resource Group

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 , by telephone 651‑655‑5522 (voice), or 711 (Relay/TTY).

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