Life Insurance Customer Service Representative

Our associates own the relationship with our valued customers and have the rewarding responsibility of shaping the image of Penn Mutual. Individuals with a passion for service will handle a variety of in-bound calls from our clients via an 800 line and process transactions and documents. 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.

ResponsibilitiesLearn all facets of Life Insurance and the products soldHandle simple to more complex in-bound calls from our clients and answer questions regarding life product and/or servicing needsInvestigate and follow up on basic or routine questions/issues to resolve concerns in an accurate and timely mannerAccept ownership of the interaction and provide a high caliber of service and follow-throughInterpret each request and navigate multiple administration systems as well as our workflow and imaging tools to gain and document needed informationProcess routine financial and non-financial transactions and document records with consistent quality, attention to detail, and according to department policies and proceduresRecommend and facilitate process changes to continuously improve the customer experienceAdhere to Service Level of Agreements (SLAs) and individual/team metricsEscalate more complex issues as appropriateRemain current in profession and industry trendsComply with all company and site policies and proceduresResponsible for adherence to the company’s framework of internal controlsWork collaboratively and may participate on project teamsIdentify, recommend and implement ongoing process improvementsPerform various other related duties, assignments and special projects as assignedAbility to work between the hours of 8:30 am to 6:00 pm Complies with all company and site policies and proceduresRemains current in profession and industry trendsSuccessfully completes regulatory and job training requirementsPerforms other duties as assigned

Required Skills A customer service attitude that translates professionalism, confidence as well as a friendly approach over the phoneAbility to comprehend and articulate informationExecute with urgency and professionalismAbility to navigate multiple systems and resourcesExcellent analytical and organizational skills with attention to detailExcellent communication skills, both verbal and written, requiredWillingness and proven ability to work on multiple tasks and adapt to a changing work environmentExcellent problem-solving skills – the ability to see beyond the obvious into what may be intendedWillingness and ability to work under pressure and meet deadlinesAbility to make a positive contribution as demonstrated by learning new skills and making suggestions for process/procedure improvementAbility to work with others in a collaborative team environment

Required ExperienceH.S. Diploma or Equivalent Required Bachelor's Degree PreferredExperienceMinimum of 1-3 years customer service experience Required Experience with life insurance products Preferred