Penn Insurance and Annuity of New York (affiliate of Penn Mutual) is a client services team that processes and services our life and annuity business. This team is essential to our business, as they are the face of our company, providing critical interactions with our financial professionals and their clients. Our Customer Service Representatives own the relationship with our valued customers and have the rewarding responsibility of shaping the image of our company. You will handle a variety of in-bound calls from our clients via an 800 line providing stellar service as well as delivering policy/contract administration support. We are searching for candidates with all levels of experience for this role, from entry-level to more seasoned representatives.
We’ve embraced a flexible, hybrid approach to work. Based on your role and personal preference, we empower you to choose where you work best. This model allows you to balance your life and bring your whole self to work.
Responsibilities
- Learns all facets of inforce term, whole life, universal & variable life insurance and/or annuities
- Handles simple to complex in-bound calls from our clients/financial professionals and answers questions regarding their life or annuity product and/or servicing needs
- Processes routine non-financial transactions and documents records with consistent quality, attention to detail, and according to department policies and procedures
- Investigates and follows up on questions/issues to resolve concerns in an accurate and timely manner
- Accepts ownership of the interaction and provides a high caliber of service and follow-through, escalating more complex issues as appropriate
- Interprets each request and navigates multiple administration systems as well as our workflow and imaging tools to gain and document needed information
- Recommends and facilitates process changes to continuously improve the customer experience
- Adheres to Service Level of Agreements (SLAs) and individual/team metrics
- Complies with all company and site policies and procedures
- Remains current in profession and industry trends
- Successfully completes regulatory and job training requirements
- Performs other duties as assigned
Required Skills
- A customer service attitude that translates professionalism, confidence as well as a ‘smile’ over the phone (High proficiency)
- Ability to comprehend and articulate information (High proficiency)
- Ability to learn and adapt in ever changing and upgrading technology (High proficiency)
- Executes with urgency and professionalism (High proficiency)
- Excellent analytical and organizational skills with attention to detail (High proficiency)
- Excellent communication skills, both verbal and written, required (High proficiency)
- Willingness and proven ability to work on multiple tasks and adapt to a changing work environment (High proficiency)
- Strong technical skills with the ability to navigate within multiple systems. (High proficiency)
- Excellent problem-solving skills – the ability to see beyond the obvious into what may be intended (High proficiency)
- Willingness and ability to work under pressure and meet deadlines (High proficiency)
- Ability to make a positive contribution as demonstrated by learning new skills (High proficiency)
- Ability to work with others in a collaborative team environment (High proficiency)
Required Experience
Education
- H.S. Diploma or Equivalent Required
- Bachelor's Degree Preferred
Experience
- Minimum of 2+ years of customer service experience Required
- Experience with universal and variable life insurance/annuity products Preferred
Licenses and Certifications
Penn Mutual helps people become stronger. Our expertly crafted life insurance is vital to long-term financial health and strengthens people’s ability to enjoy every day. Working with our trusted network of financial professionals, we take the long view, building customized solutions for individuals, their families, and their businesses. We support our financial professionals with retirement and investment services through our wholly owned subsidiary, Hornor, Townsend & Kent, LLC, member FINRA/SIPC.
Base Salary Range: $48,000-$61,500