***At Securian Financial, the internal title is Customer Benefit Payment Sr Rep***
Position Summary
The Customer Service Payments Rep plays an important role in supporting the servicing and administration of pension benefits for retirees, ensuring accurate and timely processing of payments and customer requests.
The primary focus of this role is supporting day-to-day pension operations, including handling inbound customer service phone calls, responding to retiree inquiries, processing benefit payments, maintaining retiree information, and completing various administrative tasks.
This position works across multiple systems and collaborates with internal teams to provide excellent customer service and ensure retirees receive accurate and timely assistance. Success in this role requires strong attention to detail, organizational and communication skills, a customer-focused mindset, effective problem-solving and critical thinking, adaptability, and the ability to manage changing priorities in a fast-paced environment.
This role will handle inbound customer service phone calls, assisting retirees with pension payment inquiries, account updates, and general benefit-related questions while providing excellent customer service.
Responsibilities include but are not limited to:
Process pension benefit payments, including check reissues, direct deposit updates, and other payment-related requests, ensuring accuracy and timeliness.
Maintain and update retiree information, including address changes, banking information, tax withholding elections, and beneficiary updates.
Research and resolve payment discrepancies, ACH rejects, returned payments, and other pension-related issues to ensure timely resolutions.
Process pension death claims, including reviewing required documentation, updating retiree records, determining applicable survivor or beneficiary benefits, and ensuring accurate and timely processing.
Process incoming customer requests, forms, and documentation, including 1099-related inquiries.
Utilize multiple systems to research accounts, process transactions, document activities, and maintain accurate customer records.
Collaborate with internal teams and business partners to resolve complex issues and ensure a positive customer experience.
Manage daily workloads, prioritize competing tasks, and adapt to changing business needs while meeting service expectations and processing deadlines.
Support additional pension processing activities, special projects, and team initiatives as needed.
#LI-Hybrid **This position will have a hybrid working arrangement, working in-office for a minimum of 2 days a month and for additional moments that matter.**
Securian Financial believes that meaningful in-person collaboration is an important part of our culture. Our hybrid work model gives associates the flexibility to work both remotely and in the office while fostering connection, learning, and innovation. Associates who live within a 90-minute commute of our Home Office in St. Paul, Minnesota spend 2 or more days each month and additional moments that matter, working from the office.
Preferred Skills:
Customer Care, Customer Handling, Customer Support, Inbound Customer Service
The estimated base pay range for this job is:
$18.80 - $32.69
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.
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…