Join our innovative company renowned for its award-winning service platforms, where you'll play a pivotal role as the Director of Complex Case and Specialty Service. In this position, you will support leaders across our Service organization, providing oversight for our Complex Case and Specialty Service teams. Complex cases involve proactively addressing customer inquiries and performing root cause analysis to improve process flows and prioritize training opportunities. Whereas the Specialty Service team proactively connects with key financial professionals and serves as their advocate to handle post-issue service throughout the life cycle of the client relationship. Both teams require the ability to understand the downstream impact of transactional processing across the service operation from sales concepts through claims.
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
- Lead a team of subject matter experts handling the most critical requests for financial and non-financial transactions, using PML’s workflow, imaging, and processing systems
- Provide mentorship, coaching, and support to team members, fostering a culture of excellence and continuous improvement.
- Lead and guide the Complex Case and Specialty Services teams, ensuring alignment with organizational values, goals and objectives
- Collaborate with specialized life insurance distribution channels, and their firms, to optimize post-issue service offerings
- Cultivate and maintain deep relationships with top financial professionals, understanding their unique needs and preferences to elevate the customer experience.
- Provide oversight of the interviewing/hiring process
- Deep understanding of life insurance/annuity products in order to conduct in-depth and extensive research on policies.
- Work closely with Compliance and Internal Audit to create enhancements and close any process gaps
- Implement measures to safeguard client and company assets, promoting a secure and compliant operating environment
- Prepares operational and risk reports with trending analysis for senior leadership
- Stay abreast of industry trends, regulations, and best practices to inform service strategies and ensure compliance
- Maintain a strong control environment throughout the disbursement process
- Ability to leverage critical thinking skills in order to recommend creative solutions
- Serve as the subject matter expert for escalated processing and call-related situations
- Ensure adherence to internal controls and protection protocols
- Reviews and approves a variety of disbursement transactions via wire, ACH or check
- Recommends process changes to continuously improve the client experience
- Successfully completes regulatory and job training requirements
Required Skills
- Deep understanding of life insurance/annuity products which may include, but not limited to: performance, dividend scales, qualified lines of business, living and death benefits, annuitization
- A customer service attitude that translates professionalism, confidence as well as a friendly approach over the phone
- Ability to comprehend and articulate complex information
- Ability to complete a full analysis of correspondence, such as statements to identify any inconsistencies or impacts to the policy/contract
- Ability to work cross-functionally as the business dictates
- Execute with urgency and professionalism
- Ability to navigate multiple systems and resources
- Advanced Excel skills
- Excellent analytical and organizational skills with attention to details
- Excellent communication skills, both verbal and written, required
- Willingness and proven ability to work on multiple tasks and adapt to a changing work environment
- Proven ability to share knowledge and mentor others
- Ability to make a positive contribution as demonstrated by learning new skills and making suggestions for process/procedure improvement
- Ability to work with others in a collaborative team environment
- Demonstrated ability to perform complex calculations and financial analysis
- Excellent mathematical skills and aptitude
Required Experience
Education
- Bachelor's Degree or equivalent experience Required
Experience
- 7-10 Years experience leading in a service or operations organization Required
- Financial services experience Preferred
- Working relationships with high-end brokerage financial professionals Preferred
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: $125,000 - $150,500