POSITION OVERVIEW
Join a dynamic team with progressive, fully flex remote options. Our INSURANCE SERVICES REPRESENTATIVES are the first point of contact with our financial professionals and customers. Our employees own the relationship with our valued customers and have the rewarding responsibility of shaping the image of Penn Mutual. We are building a team of individuals who understand that making a great impression is important to developing and maintaining good relationships. Creating a great experience for customers, while contributing to individual and team performance expectations, are keys to success in this role. This position can be fully remote.
RESPONSIBILITIES
- Owns the customer experience by establishing trust and building relationships with financial professionals and customers to provide high caliber service and follow-through
- Handles simple to more complex in-bound calls from our clients and answer questions regarding life or annuity product and/or servicing needs
- Thoroughly and efficiently handles simple to complex in-bound calls from financial professionals, policyholders, claimants and others, answering questions regarding their life or annuity product and/or servicing needs, in conjunction with handling end-to-end service requests
- Processes some routine and some more complex transactions and documents records with consistent quality, attention to detail, and according to department policies and procedures
- Responds effectively and appropriately to sensitive events and/or situations as needed, including customer complaint handling and escalation
- Possesses moderate knowledge of all facets of individual life Insurance or annuities and the products sold
- Interprets each request and navigates multiple administration systems as well as our workflow and imaging tools to gain and document needed information
- Investigates and follows up on questions/issues to resolve concerns in an accurate and timely manner
- Provides solutions, recommendations and product information with a sense of urgency, positivity and empathy
- Seeks out opportunities to leverage best practices to meet requirements
- Recommends process changes to continuously improve the client 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
- Ability to work core business hours between 8:30 and 6:00 pm EST
- Complies with all company and site policies and procedures
- Remains current in profession and industry trends
- Successfully completes regulatory and job training requirements
Required Skills
- A customer service attitude that translates professionalism, confidence as well as a ‘smile’ over the phone
- Ability to comprehend and articulate complex information
- Ability to learn and adapt in ever changing and upgrading technology
- Executes with urgency and professionalism
- Excellent analytical and organizational skills with attention to detail
- Possesses a great sense of self-awareness
- Excellent communication skills, both verbal and written, required
- Willingness and proven ability to work on multiple tasks and adapt to a changing work environment
- Strong technical skills with the ability to navigate within multiple systems
- Excellent problem-solving skills – the ability to see beyond the obvious into what may be intended
- Willingness and ability to work under pressure and meet deadlines
- 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, while maintaining a self-driven mentality
Required Experience
EXPERIENCE
- Minimum of 1-3 years of customer service experience
- Experience with individual life insurance/annuity products preferred
EDUCATION/LICENSES/PROFESSIONAL DESIGNATIONS
- High school diploma required
- Bachelor’s degree preferred
- Resident life insurance license preferred, or must be obtained within 6 months of start date
- FINRA Series 6 license preferred, or must be obtained within 6 months of start date
LEVEL = 19
ALL PENN MUTUAL EMPLOYEES EXEMPLIFY OUR SHARED COMMITMENT:
Doing what’s right today, together, for the promise of a brighter tomorrow. The feelings are mutual: Care. Respect. Belonging.
PENN MUTUAL IS COMMITTED TO EQUAL EMPLOYMENT OPPORTUNITY (EEO). WE PROVIDE EMPLOYMENT AND ADVANCEMENT OPPORTUNITIES TO ALL QUALIFIED APPLICANTS AND ASSOCIATES, ACCORDING TO APPLICABLE LAWS. THIS IS REFLECTED IN OUR PRACTICES FOR HIRING, PLACEMENT, PROMOTION, TRANSFER, DEMOTION, LAYOFF, TERMINATION, RECRUITMENT, COMPENSATION, SELECTION OR TRAINING, AND ALL OTHER TERMS AND CONDITIONS OF EMPLOYMENT. ALL EMPLOYMENT-RELATED DECISIONS AND PRACTICES ARE FREE FROM UNLAWFUL DISCRIMINATION. THIS INCLUDES: RACE, CREED, COLOR, NATIONAL ORIGIN, ANCESTRY, CITIZENSHIP, AGE, GENDER (INCLUDING PREGNANCY), SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, DOMESTIC PARTNERSHIP OR CIVIL UNION STATUS, MARITAL STATUS, GENETIC INFORMATION, DISABILITY, RELIGIOUS OBSERVANCE OR PRACTICE, LIABILITY, VETERAN STATUS OR ANY OTHER CLASSIFICATION PROTECTED UNDER APPLICABLE LAW. LEADERS MAY, AT THEIR DISCRETION, CHANGE THE RESPONSIBILITIES IN THIS POSITION DESCRIPTION AT ANY TIME DUE TO REASONABLE ACCOMMODATION AND/OR OTHER BUSINESS REASONS.
ABOUT THE PENN MUTUAL LIFE INSURANCE COMPANY
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.