About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

The Support Desk Associate role provides back-office, functional support to the CS professionals aligned to high-touch and medium-touch customer segments.

Work Location

WFH – any state

The Main Responsibilities

• Tier 2 CSS support plus projects
• Navigates and leverages resources, systems, and tools to mine/validate critical account data effectively and efficiently.
• Responds and prioritizes requests from CSE/C/As including service inventory reports, order reports, trouble/billing ckt research, bill audits, etc.
• Assists in implementing customer onboarding workflows and process with the focus of returning me to our Customer Success Executive, Customer Success Consultants and Customer Success Advocate’s engagement strategies.
• Completes preliminary research, pricing, quoting, amendment generations for moves, adds, and change orders.
• Conducts renewal research, preliminary tasks enabling contract generation and readiness.
• Supports implementation of customer advocacy via feedback-close loop processes
• Provide troubleshooting assistance/information gathering for customer product and portal adoption (leveraging on-demand videos and tutorials) as well as service/technical issue resolution.
• Escalates issues appropriately and knows when to pull in Sales, CS and other stakeholders to assist in resolving outstanding matters.
• Implements automation and digital transformation strategies by learning and promoting self-serve customer mentality and activities.
• Document events and interactions in Salesforce by creating, tracking, and closing cases when issues are resolved.

What We Look For in a Candidate

• 1+ years of work experience in a customer support role
• Fundamental understanding of the Customer Success methodology and best practices
• Strong written and verbal communication skills
• Excellent attention to detail and follow-through, with the ability to handle and prioritize high-volume activities, case assignments while minimizing tasks falling through the cracks
• Adept at finding answers on the spot and handling uncertainty
• Good working knowledge of Windows, SFDC and other web-based platforms
• Consistently ensures that business is always conducted with empathy and integrity
• Thoughtful and trustworthy

Compensation

#LI-Remote

Requisition #: 341021

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

The next part of your journey is right around the corner — with The Standard.

A genuine desire to make a difference in the lives of others is the foundation for everything we do. With a customer-first mindset and an intentional focus on building strong teams, we’ve been able to uphold our legacy of financial stability while investing in new, innovative technologies that support the needs of our customers. Our high-performance culture focused on operational excellence thrives thanks to remarkable people united by compassion and a customer-first commitment. Are you ready to make a difference?

Job Summary

These positions perform various billing functions such as creating initial billing set up for basic to complex policy plans.  Establishing customized new group and system records. Work in conjunction with Implementation and Underwriting and Contracts to implement sold cases in a timely and accurate manner. Additionally, they are responsible for ongoing changes to the bills based on amendments to the policy and renewals. The difference in the levels is based on increasing complexity of the work and required skills.

Principal Duties & Responsibilities:

• Risk Decisions:

  • Modify and change the billing systems based on amendments and renewals. 

  • Initiate and implement policy amendments, work with customer service partners to communicate administrative changes to policyholder and field force; prepare updated, revised billing statements; determine effective dates; billing modes and policy acceptance requirements in order to update system records to reflect changes in coverage.

  • Identify and recommend alternative administration options, negotiate exceptions to established procedures, Research, evaluate and resolve policyholder and field force requests.

  • Participate in installation calls as necessary. Identify and recommend process and workflow improvements.

  • Work on special projects as needed.

• Customer Service:

  • Provide superior customer service and directly contribute to a positive customer experience.

  • Responsible for adherence to established financial controls.

  • Proactively communicate sensitive policy information and service options in a clear and effective manner to policyholders, producers, third party administrators (TPAs), field force and home office staff on contractual provisions, regulations and other related policy information.

• This position works with the baseline complexity billing and policy plans, interprets prior plans and customer expectations into serviceable billing documents and billing plan designs. Primary focus is on Standard Select (under 10 lives), Regional Account non-voluntary, and Mid-Market (1000-2500 lives) groups.

Skills and Background You’ll Need

• Experience:  1 to 2 years equivalent experience in the insurance industry

• Education:  Associate’s degree in business or related field.

Key Behaviors of a Successful Candidate

• Knowledge & Skills:  Has developed breadth and/or depth of skills in a range of processes, procedures and systems.

  • Learns to use standard strategies and professional concepts of accurate contract generation. Demonstrated ability to produce grammatically correct documents and ability to work with multiple or shifting priorities. 

  • Aptitude for Microsoft Office Suite; developed knowledge of Microsoft Excel preferred.

• Job Complexity & Judgment:  Evaluate requests and documentation for system input to generate insurance billing documents. 

  • Works on problems of routine to moderate complexity, scope and/or nature.

• Independence & Supv required:  Takes ownership of routine work and operates with little guidance after period of initial training.

• Interaction & Influence:  Evaluates and communicates technical content in a clear manner.

  • In the scope of the role, provides factual, technical, or function/group-related information with high sensitivity and discretion.

  • Foster strong working partnerships with Underwriting, Contracts, Premiums and Field Personnel.

Why Join The Standard?

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:

23.56 – 31.49

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.