• Job Description

  Req#: REQ004333

  At The Standard, you’ll join a team focused on putting our customers first.
  
  Our continued success is driven by a high-performance culture. We’re looking for people who are collaborative, accountable, creative, agile and are driven by a passion for doing what’s right – across the company and in our local communities.
  
  We offer a caring culture where you can make a real difference, every day.
  
  Ready to reach your highest potential? Let’s work together.

  Job Summary:

  Respond to a high volume of Contact Center inquiries by personalizing and relaying accurate information to members. Facilitate member’s experience with the company and advance the member’s understanding of our product offerings. Perform research and resolve a variety of member transactions while multi-tasking with the client on the phone.

  Deliver personalized service and respond to a variety of product questions. Provide clear and concise communication of product information, policies, and procedures by using a variety of computer and telecommunications technologies/software/systems. Problem solve, perform research, and follow-up with individual client related issues as needed to drive one call resolution. Effectively manage call escalations for clients whose requests are not being met within established service timeframes will maintaining a calm and professional demeanor. Practice de-escalation techniques to enhance the overall member experience.

  Utilize online tools and resources to monitor performance results in schedule adherence, quality assurance, and client satisfaction to achieve performance metrics within the Contact Center.

  Provide administrative support as needed.

  Participate in huddles and problem solving using the Lean methodology.

  Job Specifications:

  Education & Experience:

  High school diploma or equivalent required.

  Requires minimum 1-2 years’ experience, or the equivalent combination of education/experience.

  Telephonic customer service experience preferred.

  Knowledge & Skill: Applies acquired skills and working knowledge of company policies.

  Job Complexity & Judgment: Works on routine assignments based on set business processes. Knows when to reach out to escalate or ask for assistance.

  Independence & Supervision required: Typically receives general instruction on routine work; may require detailed instructions on new assignments. Follows established procedures.

  Interaction & Influence: Contacts are typically companywide; begins to build positive interactions with other areas. network within team.

  Additional Responsibilities:

  - Able to step in when needed to lead huddles and problem solving.

  - Perform other tasks or projects as needed.

  Physical Demands:

  N/A

  Please note - the salary range for this role is listed below. In addition to salary, our package includes incentive plan participation and comprehensive benefits including medical, dental, vision and retirement benefits, as well as an initial PTO accrual of 164 hours per year. Employees also receive 11 paid holidays and 2 wellness days per year.

  • Eligibility to participate in an incentive program is subject to the rules governing the program and plan. Any award depends on various factors, including individual and organizational performance.

  Salary Range:

  19.00 - 24.40

  Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Affirmative Action/Equal Opportunity employers. 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. 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 Standard 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, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.

• About the company

  We help people achieve financial well-being and peace of mind.

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