Contact Center Representative III

• 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 escalate 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.

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

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 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. 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.