Contact Center Representative III

The Standard; Portland (OR); Remote; USD 30,000 - 40,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Annual incentive bonus

Paid time off and holidays

Job summary

The Standard seeks a dedicated Contact Center Representative to provide personalized, accurate support to members by answering inquiries and resolving a wide range of service needs. You will clearly explain product offerings, policies, and procedures to advance member understanding and satisfaction.

Responsibilities include researching member information, resolving transactions within guidelines, and collaborating across teams to meet performance metrics.

Qualifications

• 2+ years of Contact Center experience in a high-volume or complex environment.
• Broad experience as a skilled specialist with ability to contribute to process development.
• Strong judgment and initiative to manage complex assignments and recommend solutions.
• Ability to define and improve procedures for project/workflow execution.
• Works independently with minimal supervision and can coordinate with teams.

Responsibilities

• Respond to inquiries with personalized service and accurate product information.
• Research, analyze, and resolve member transactions including eligibility and approvals.
• Monitor, track, and follow up on assigned work; prepare correspondence and outbound calls.
• Apply problem-solving and de-escalation techniques to address complex issues.
• Use performance metrics and feedback to improve service quality and support initiatives.

Skills

Contact Center experience

Process improvement

De-escalation skills

Team coordination

Independent work

Leadership / coordination

Education

High School Diploma

Tools

Genelco

AWD

Access360

CSR

MyAccess

Job description

Remote Type: Remote (USA)

Remote, USA

Time Type: Full time

Requisition ID: REQ007062

Description

The next part of your journey is right around the corner - with The Standard.

A genuine desire to make a difference in the lives of others is the foundation for everything we do. With a customer-first mindset and an intentional focus on building strong teams, we've been able to uphold our legacy of financial stability while investing in new, innovative technologies that support the needs of our customers. Our high-performance culture focused on operational excellence thrives thanks to remarkable people united by compassion and a customer-first commitment. Are you ready to make a difference?

Job Summary

The Contact Center Representative provides personalized, accurate support to members by responding to inquiries and resolving a wide range of service-related needs. This role facilitates a positive member experience by clearly explaining product offerings, policies, and procedures while advancing member understanding and satisfaction. The representative performs research, analyzes member information, and resolves transactions within established guidelines. Strong communication, problem-solving, and de-escalation skills are essential to ensuring timely and effective outcomes. Collaboration across teams and adherence to performance metrics are key components of success in this role.

Key Responsibilities

• Respond to Contact Center inquiries by delivering personalized service and accurate product information using multiple computer and telecommunications systems.
• Research, analyze, and resolve member transactions, including eligibility determinations, approvals, and communication of resolutions within established guidelines.
• Monitor, track, and follow up on assigned work, prepare customized correspondence, make outbound calls, and elevate issues when service timeframes cannot be met.
• Apply problem-solving and de-escalation techniques to address complex service issues and enhance the overall member experience.
• Utilize performance metrics and member feedback to improve service quality, recommend process enhancements, and support division projects and customer-focused initiatives.

*Ability to work 11:15am - 8pm EST is required for this role.

Skills and Background You’ll Need

Education: High School Diploma required.

Experience: 2+ years of Contact Center experience is required in a high-volume or complex environment.

• 2+ years of experience with Genelco, AWD, Access360, CSR, MyAccess
• Broad experience as a skilled specialist with the ability to contribute to process and technique development
• Strong judgment and initiative to manage complex assignments and recommend solutions
• Ability to define and improve procedures for project and workflow execution
• Works independently with minimal supervision
• Experience facilitating work and leading or coordinating with teams

Key Behaviors of a Successful Candidate

• Driving Success: Acts with urgency, pursues ambitious goals and shows resilience in the face of obstacles and setbacks.
• Costumer Focus: Understands and anticipates both internal and external customer needs and develops customer-inspired solutions that exceed expectations.
• Winning Together: Actively engages colleagues to achieve shared outcomes by developing trust, inviting diverse perspectives and pushing to bring the best ideas forward.

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. Learn more about working at The Standard.

• 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:

21.63 - 29.45

Positions will be posted for at least 5 days from original posting date.

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 Affiniti 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. 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. 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.

Equal employment opportunity, including veterans and individuals with disabilities.

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