Business Operations Sr Rep

Return Mail Operations Support

The Return Mail Operations Support role provides critical operational support for returned mail, address management, customer communication handling, and related administrative processes within Operations Support. This position helps ensure returned customer communications are researched, documented, remailed, or escalated accurately and timely while supporting compliance, audit, service level, and business continuity expectations.

Responsibilities include but are not limited to:

• Receive, review, and process returned mail received from Mail Services, Document Capture Management, business areas.
• Research returned items using appropriate systems and resources to identify customer, policy, and contract information.
• Determine appropriate next steps for each returned item, including address update review, remailing, imaging, secure recycling, routing to a business area, or escalation for additional handling.
• Support Life, Annuity, and Customer Benefit Group return mail processes assigned.
• Maintain accurate tracking logs, spreadsheets, work items, and audit documentation for returned mail and address-related activity.
• Quality review completed work to ensure returned mail is processed accurately, consistently, and within established procedures.
• Meet daily service level expectations, including same-day or time-sensitive processing requirements where applicable.
• Follow regulatory requirements, including 38a-1 expectations where applicable.
• Partner with Mail Services, Document Capture Management, Customer Communications Management, business units, Compliance, ET partners, and Global Service Delivery resources to resolve questions and process issues.
• Identify trends, process gaps, documentation needs, and opportunities to improve consistency, tracking, efficiency, and risk mitigation.
• Support procedure maintenance, task certifications, monthly audits, training materials, and knowledge management updates for return mail processes.
• Assist with business continuity planning and recovery activities related to incoming mail, returned mail, document routing, and alternate site operations.

Qualifications:

• Strong analytical skills and attention to detail
• Good judgment/decision-making skills and organizational skills
• Strong written and verbal communication skills
• Willingness to maintain a positive and compassionate attitude in a high volume setting
• Ability to work independently and in a team environment

Preferred

Skills:

Customer Communications, Service Delivery

The estimated base pay range for this job is: $18.80 - $32.69. Pay may vary depending on job-related factors and individual experience, skills, knowledge, etc. More information on base pay and incentive pay (if applicable) can be discussed with a member of the Securian Financial Talent Acquisition team.

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:
F…