Member Support Specialist - Multichannel Expert

StanCorp Financial Group, Inc; Portland, Northern (OR, KY); Hybrid; USD 28,000 - 36,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) with company contributions

Paid time off and holidays

Volunteer hours

Job summary

The Standard in Portland, OR is seeking a customer service professional to serve as a primary contact for members. You will provide personalized, accurate information via phone, email, and chat, resolve transactions, and research issues to ensure timely follow-up.

You will use established policies and de-escalation techniques to maintain service quality and meet contact center metrics while supporting continuous process improvements and positive member experiences.

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• 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 information.
• Ability to handle high-volume inquiries across multiple channels (phone, email, chat).
• Proven problem-solving and research skills to resolve member issues.

Responsibilities

• Respond to member inquiries with accurate, personalized information across products, policies, and procedures.
• Research and resolve member transactions, determine eligibility, and communicate outcomes.
• Monitor and follow up on client issues, escalating as needed with de-escalation techniques.
• Use systems and performance tools to meet metrics for quality assurance and satisfaction.
• Gather and analyze customer feedback to support process improvements.

Skills

Verbal communication

Written communication

Multi-channel support

Customer service excellence

Education

High school diploma

Associate degree preferred

Job description

The Standard in Portland, OR is seeking a customer service professional to serve as a primary contact for members. You will provide personalized, accurate information via phone, email, and chat, resolve transactions, and research issues to ensure timely follow-up.

You will use established policies and de-escalation techniques to maintain service quality and meet contact center metrics while supporting continuous process improvements and positive member experiences.