Customer Service Payments Rep (Hybrid)

***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.

**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:

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 you to take time off for what matters most to you. Our PTO program provides flexibility for associates to take meaningful time away from work to relax, recharge and spend time doing what’s important to them. And Securian Financial rewards associates for their service by providing additional PTO the longer you stay at Securian.
• Leave programs: Securian’s flexible leave programs allow time off from work for parental leave, caregiver leave for family members, bereavement and military leave.
• Holidays: Securian provides nine company paid holidays.

Company-funded pension plan and a 401(k) retirement plan: Share in the success of our company. Securian’s 401(k) company contribution is tied to our performance up to 10 percent of eligible earnings, with a target of 5 percent. The amount is based on company results compared to goals related to earnings, sales and service.

Health insurance: From the first day of employment, associates and their eligible family members – including spouses, domestic partners and children – are eligible for medical, dental and vision coverage.

Volunteer time: We know the importance of community. Through company-sponsored events, volunteer paid time off, a dollar-for-dollar matching gift program and more, we encourage you to support organizations important to you.

Associate Resource Groups: Build connections, be yourself and develop meaningful relationships at work through associate-led ARGs. Dedicated groups focus on a variety of interests and affinities, including:

• Environmental Health & Sustainability
• Mental Wellness and Disability
• Pride at Securian Financial
• Securian Young Professionals Network
• Securian Multicultural Network
• Securian Women and Allies Network
• Servicemember Associate Resource Group

For more information regarding Securian’s benefits, please review our Benefits page.

This information is not intended to explain all the provisions of coverage available under these plans. In all cases, the plan document dictates coverage and provisions.

Securian Financial Group, Inc. does not discriminate based on race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance or any other protected status. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by email at Employment@Securian.com, by telephone 651-655-5522 (voice), or 711 (Relay/TTY).

Securian Financial is a drug-free workplace.

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About Us

Be you. With us.

We’re a bright-thinking, hard-working team focused on growth with purpose. And with large company resources and a small company feel, it means each of us is a name, not a number. Here, every voice matters — bring us your ideas and curiosity.

Discover the best you — with us.

Great Place to Work

We are a Great Place to Work-Certified™ company for the eighth year in a row, based on company-provided data and the results of the Great Place to Work® Trust Index™ survey administered to our employees.