Job Description
The Customer Service Representatives play a vital role in providing exceptional service to our Financial Professionals and their clients. Our associates own the relationship with our valued Financial Professionals and customers and have the rewarding responsibility of shaping the image of Penn Mutual. Responsibilities include being a compassionate voice and problem solver for our Financial Professionals and their Clients. They not only address immediate concerns but also empathetically anticipate and cater to future needs. Responsibilities include providing emotional support during difficult times, resolving inquirers promptly, educating clients on policy benefits, and proactively suggesting tailored solutions to meet both current and future needs. All while ensuring a seamless and trusted customer experience. Individuals selected for this role will have a passion for best-in-class service handling a variety of in-bound calls from our Financial professionals and their clients via an 800 line. This position works under immediate supervision.
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
- Compassionate voice and problem solver for our Financial Professionals and their Clients leading to best in class service.
- Empathetically listen to Financial Professionals and their clients concerns, providing emotional support during challenging situations, and offer solutions that meet their current and future needs
- Serve as a dedicated advocate for policyholders, understanding their unique needs and advocating on their behalf within the organization to ensure their concerns are addressed promptly and efficiently
- Demonstrate a commitment to continuous improvement by actively seeking feedback, participating in training programs, and implementing best practices in Customer Success
- Learn all facets of Life Insurance or Annuities and the products sold
- Handle simple to more complex in-bound calls from our clients and answer questions regarding life or annuity product and/or servicing needs
- Investigate and follow up on basic or routine questions/issues to resolve concerns in an accurate and timely manner
- Accept ownership of the interaction and provide a high caliber of service and follow-through
- Interpret each request and navigate multiple administration systems as well as our workflow and imaging tools to gain and document needed information
- Process routine financial and non-financial transactions and document records with consistent quality, attention to detail, and according to department policies and procedures
- Recommend and facilitate process changes to continuously improve the customer experience
- Adhere to Service Level of Agreements (SLAs) and individual/team metrics
- Escalate more complex issues as appropriate
- Remain current in profession and industry trends
- Comply with all company and site policies and procedures
- Responsible for adherence to the company’s framework of internal controls
- Work collaboratively and may participate on project teams
- Identify, recommend and implement ongoing process improvements
- Perform various other related duties, assignments and special projects as assigned
- Ability to work between the hours of 8am and 8pm (hours may vary)
- 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
Skills And Abilities
- A customer service attitude that translates professionalism, confidence as well as a friendly approach over the phone
- Ability to comprehend and articulate information
- Execute with urgency and professionalism
- Ability to navigate multiple systems and resources
- Excellent analytical and organizational skills with attention to detail
- Excellent communication skills, both verbal and written, required
- Willingness and proven ability to work on multiple tasks and adapt to a changing work environment
- 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
Education
- H.S. Diploma or Equivalent Required and
- Bachelor's Degree Preferred
Experience
- Minimum of 0-2 years related experience Required and
- Experience with life insurance/annuity products Preferred
Base Salary Range: $45,000 - $52,000
For over 175 years, Penn Mutual has empowered individuals, families and businesses on the journey to achieve their financial goals. Through our partnership with Financial Professionals across the U.S., we help instill the confidence and reliability that comes from a stronger financial future. Penn Mutual and its affiliates offer a comprehensive suite of competitive products and services to meet the unique needs of Financial Professionals and their clients, including life insurance, annuities, wealth management and institutional asset management. To learn more, including current financial strength ratings, visit www.pennmutual.com.
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.
