The Quality Review position is a specialized role that focuses on quality review, audit support, unclaimed property and a variety of other initiatives to support Adviser and Client Services. This position will require strong relationships across the organization as well as the ability to successfully prioritize work to meet deadlines.

DEPARTMENTAL EXPECTATIONS

Shared Services is a relationship based department of skilled professionals that is committed to upholding Penn Mutual’s core values.  There is a strong focus on service excellence, product expertise and a consistent client experience.  Shared Services associates work each day to meet both our internal and external customer’s needs through acting with integrity and adding value to every interaction.

RESPONSIBILITIES

• Perform quality review of phone calls and transactions performed in Adviser and Client Services
• Provide timely, valuable and actionable feedback to leaders and associates
• Regularly analyze QC metrics and adjust as needed
• Participate in meetings to share QC results with leaders across the organization
• Analyze QC metrics and data to identify training opportunities and procedural changes when needed
• Support ACE through various quality control initiatives
• Provide oversight by reviewing daily reports for multiple processes. Ability to recognize if changes are necessary based on business needs and articulate changes to our business and IM&T partners

Required Skills

• Excellent attention to detail
• Knowledge of Penn Mutual life and annuity products a plus
• Knowledge of Penn Mutual systems and procedures a plus
• Sound decision making skills
• Ability to self-direct and prioritize work effectively
• Excellent interpersonal, written and verbal communication skills
• Strong work ethic, positive attitude and a high degree of initiative
• Strong Microsoft Office skills
• Highly effective organization and time management skills
• The ability to consistently manage multiple projects and work within fixed time frames
• Accept ownership of all interactions and provide a high caliber of service excellence and follow-through
• Listens and encourages suggestions, improvements, concerns and innovations from others
• Highly motivated team player with a positive attitude and passion to meet the challenges and opportunities of the business
• Assertive self-starter, with exceptional professional verbal/written skills and able to work independently to finish assigned projects
• Complies with all company and site policies and procedures

Required Experience

EXPERIENCE

• Min 1-3 yrs of industry experience
• Strong understanding of Penn Mutual products, procedures and systems
• Life insurance experience strongly preferred

EDUCATION/LICENSES/PROFESSIONAL DESIGNATIONS

• College degree strongly preferred

SALARY LEVEL = 19

ALL ASSOCIATES EXEMPLIFY OUR PENN MUTUAL VALUES: 

Acting With Integrity—We have the conscious intention to do the right thing.

Respecting One Another—We see each other’s distinctiveness as a valued asset.

Focusing on Relationships—We foster meaningful connections with others.

Sustaining Our Legacy—We are trusted guardians for what we promise.

A Shared Sense of Belonging—We evoke our place as part of a world that we influence and influences us.

FOR LEADERSHIP ROLES WITHIN PENN MUTUAL, WE BELIEVE THE BELOW CHARACTERISTICS ARE ESSENTIAL: 

Execution Focused – “Gets it done” and drives progress and results towards strategic objectives.

Strategic – “Sees the big picture and challenges boundaries, takes risks and innovates to execute and advance Penn Mutual’ s strategy.

Authentic – “Keeps it real” and is principled, transparent, trustworthy and accountable.

Decisive – “Makes the call” and demonstrates courage, confidence and a bias for action.

Empowering – “Develops people” and sets clear expectations, delegates effectively and encourages risk taking.

Influential – “Sets the tone” and inspires, motivates and persuades others through their decisions and actions.

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 is committed to helping people live life with confidence. At the heart of this purpose is the belief that life insurance is central to a sound financial plan. Through our network of trusted advisers, we are dedicated to helping individuals, families and businesses achieve their dreams. Penn Mutual supports its advisers with retirement and investment services through its wholly owned subsidiary Hornor, Townsend & Kent, LLC, member FINRA/SIPC. Visit Penn Mutual at www.pennmutual.com.

• Excellent attention to detail
• Knowledge of Penn Mutual life and annuity products a plus
• Knowledge of Penn Mutual systems and procedures a plus
• Sound decision making skills
• Ability to self-direct and prioritize work effectively
• Excellent interpersonal, written and verbal communication skills
• Strong work ethic, positive attitude and a high degree of initiative
• Strong Microsoft Office skills
• Highly effective organization and time management skills
• The ability to consistently manage multiple projects and work within fixed time frames
• Accept ownership of all interactions and provide a high caliber of service excellence and follow-through
• Listens and encourages suggestions, improvements, concerns and innovations from others
• Highly motivated team player with a positive attitude and passion to meet the challenges and opportunities of the business
• Assertive self-starter, with exceptional professional verbal/written skills and able to work independently to finish assigned projects
• Complies with all company and site policies and procedures