Contact Center Representative I CTA

StanCorp Financial Group, Inc; United States; On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with match

Bonus program

Paid time off

Holidays

Job summary

The Standard is seeking a customer service professional to serve as a primary contact for members, delivering personalized, accurate information across channels and guiding them through product offerings.

You will resolve transactions, address issues with de-escalation techniques, and monitor performance metrics to ensure timely follow-up and high-quality service in alignment with company policies.

Qualifications

• High school diploma or equivalent; associate degree preferred.
• 2 years in a dynamic customer service environment; telephonic experience preferred.
• Strong verbal and written communication with the ability to provide clear, accurate, personalized information.
• Ability to handle high-volume inquiries across multiple channels (phone, email, chat, etc.).

Responsibilities

• Respond to member inquiries with accurate, personalized information and support across products, policies, and procedures.
• Research and resolve member transactions, including determining eligibility and communicating outcomes within guidelines.
• Monitor and follow up on client issues, escalating cases as needed and using de-escalation techniques.
• Utilize systems and performance tools to meet metrics for quality assurance, schedule adherence, and customer satisfaction.
• Gather and analyze customer feedback to recommend process improvements and support customer-focused projects.

Skills

Multichannel support

Customer service

Communication skills

Problem solving

Research skills

Education

High school diploma or equivalent

Associate degree preferred

Job description

Job Summary

Serve as a primary contact for members by delivering personalized, accurate information and guidance through a variety of communication channels. Facilitate a seamless member experience by answering product-related questions, resolving transactions, and improving understanding of available offerings. Conduct research and problem-solving to address client issues, ensuring timely follow-up and resolution. Provide technical, procedural, and operational support while adhering to established policies and service standards. Use de-escalation techniques, performance monitoring tools, and customer feedback to enhance service quality and meet Contact Center performance metrics.

Key Responsibilities

• Respond to member inquiries with accurate, personalized information and support across products, policies, and procedures.
• Research and resolve member transactions, including determining eligibility and communicating outcomes within established guidelines.
• Monitor and follow up on client issues, escalating cases as needed and using de-escalation techniques to ensure a positive member experience.
• Utilize systems and performance tools to meet metrics for quality assurance, schedule adherence, and customer satisfaction.
• Gather and analyze customer feedback to recommend process improvements, update communications, and support customer-focused projects.

* Ability to work 9:30am-6pm PST is required for this role.

Skills and Background

Education: High school diploma or equivalent required; associate degree preferred

Experience: 2 years in a dynamic customer service environment Telephonic customer service experience preferred

Strong verbal and written communication skills with the ability to provide clear, accurate, and personalized information

Demonstrated ability to handle high-volume inquiries across multiple communication channels (phone, email, chat, etc.)

Proven problem-solving and research skills to investigate and resolve member issues effectively

Key Behaviors of a Successful Candidate

Driving Success: Acts with urgency, pursues ambitious goals and shows resilience in the face of obstacles and setbacks.

Adaptability: Sees possibilities in changing circumstances, accepts and understands change and alters behavior as necessary.

Customer Focus: Understands and anticipates both internal and external customer needs and develops customer-inspired solutions that exceed expectations.

Why Join The Standard?

We have built an enduring legacy of stability, financial strength and exceptional customer service through the contributions of the service-oriented people who choose to work at The Standard. To ensure we can attract and retain the best talent, when you join The Standard you can expect:

• A rich benefits package including medical, dental, vision and a 401(k) plan with matching company contributions
• An annual incentive bonus plan
• Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually — PTO increases with tenure
• A supportive, responsive management approach and opportunities for career growth and advancement
• Paid parental leave and adoption/surrogacy assistance
• An employee giving program that double matches your donations to eligible nonprofits and schools

In addition to the competitive salary range below, our employee-focused benefits support work-life balance.

Eligibility to Participate in an Incentive Program

Eligibility to participate in an incentive program is subject to the rules governing the program and plan. Any award depends on a variety of factors including individual and organizational performance. The actual compensation for this role will be based on a combination of education and experience, knowledge and skills, position budget, internal equity, and market data.

Salary Range

Salary Range: 20.00 - 26.20

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender identity, sexual orientation, age, disability or veteran status or any other condition protected by federal, state or local law.

Except where precluded by state or federal law, The Standard will consider for employment qualified applicants with arrest and conviction records pursuant to the San Francisco Fair Chance Ordinance.

Background and Drug Policy

The Standard requires a criminal background investigation and employment, education and licensing verification as a condition of employment. After any conditional offer of employment is made, the background check will include an individualized assessment based on the applicant’s specific record and the duties and requirements of the specific job. Applicants will be provided an opportunity to explain and correct background information. All employees of The Standard must be bondable. The Standard offers a drug- and alcohol-free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on The Standard's property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited.

About The Standard

The Standard is a family of companies dedicated to helping its customers achieve financial well-being and peace of mind. In business since 1906, we’re a leading provider of group and individual disability insurance, group life, dental and vision insurance, voluntary (employee-paid) benefits, absence management services, and retirement plans and annuities for employers and individuals.

For more information about The Standard, visit www.standard.com or follow us on LinkedIn and Instagram.

Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Mortgage Investors, LLC, StanCorp Investment Advisers, Inc., and American Heritage Life Insurance Company and American Heritage Service Company, marketed as The Standard, are Aff...