Senior Contact Center Agent – Evening Shift

StanCorp Financial Group, Inc; United States; On-site; USD 30,000 - 41,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with company match

Annual incentive bonus

Paid time off

Paid parental leave

Employee giving program

Job summary

The Standard is seeking a Contact Center Representative to provide personalized, accurate member support, resolving a wide range of service-related needs and explaining product offerings, policies, and procedures to enhance member understanding and satisfaction.

This role requires strong communication, problem-solving and de-escalation skills, 2+ years of contact center experience, and collaboration across teams to meet performance metrics within established guidelines.

Qualifications

• Education: High School Diploma required.
• 2+ years of Contact Center experience in a high-volume or complex environment.
• 2+ years of experience with Genelco, AWD, Access360, CSR, MyAccess.

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 escape 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.

Skills

Communication

Problem solving

De-escalation

Team coordination

Education

High School Diploma required

Tools

Genelco

AWD

Access360

CSR

MyAccess

Job description

The Standard is seeking a Contact Center Representative to provide personalized, accurate member support, resolving a wide range of service-related needs and explaining product offerings, policies, and procedures to enhance member understanding and satisfaction.

This role requires strong communication, problem-solving and de-escalation skills, 2+ years of contact center experience, and collaboration across teams to meet performance metrics within established guidelines.