Job DescriptionJob DescriptionAll Boston Mutual employees who interact with our policyholders, our producers, and our BML associates embrace the principles of our brand and service philosophy. We are all brand ambassadors. Both our words and our behaviors matter. We share a common service philosophy and pride ourselves in living the BML brand promises every day, one interaction at a time. The following statements represent what Boston Mutual stands “FOR” – it is what makes us different and better in the market we serve. We are FOR being a progressive life insurance company offering financial peace of mind to working Americans and their families.We are FOR providing practical and affordable products designed for those we serve. We are FOR making it easy to secure a level of financial protection with a portfolio of products – beginning with life insurance.We are FOR providing a personalized customer experience to our policyholders and producers.We are FOR acting in the best interests of our policyholders, producers, employees and the communities in which we live and serve – representing the goodness of mutuality in all we do.
We do our best to: Demonstrate a desire to assistListen for understanding and respond empatheticallyExplain things in a manner that is easy to understandBe knowledgeable students of our businessTake full ownership to resolve questions and issuesBe professional, polite and courteousLeave our customers and associates “better than where we found them”
Statement of PositionUnder limited supervision, the Production Service Representative is responsible for processing a variety of policyholder requests and inquiries while providing exceptional Customer Service to internal and external stakeholders.The Production Service Representative is expected to:Process policy and administrative changes. These changes may include but are not limited to cancellations and check disbursements for all loan and cash surrendered requests, seeking approval for requests over $10,000.00. Investigate policies as needed, often in collaboration with other areas of the business. Provide customer service through written and verbal correspondence to internal and external customers as needed. Involvement in department and corporate projects.Participates in presentations, training, and team meetings. Is available for mentoring and assistance on cases and policy questions for newer reps. Performs other duties and/or projects as needed or required.JOB REQUIREMENTS AND QUALIFICATIONS Education: High School Diploma or GED required; Associates Degree preferred.Experience: Minimum of 2 years of equivalent business experience required. Experience in accounting or bookkeeping highly preferred. Insurance experience and/or knowledge is preferred.Knowledge Requirements:Excellent written/verbal communication skills.Strong organizational skills that reflect ability to perform and prioritize a high volume of multiple tasks seamlessly with excellent attention to context, substance and detail while meeting goals and strict deadlines.Excellent interpersonal skills and the ability to effectively build and extend relationships.Excellent working knowledge if Microsoft Office Word and Excel. Certifications/Licensures: N/A
Hybrid Work ModelAt our Omaha location, employees will be working either Mondays & Tuesdays on site or Wednesdays & Thursdays on site due to limited space at this time.At our Canton location, employees will be on site Monday - Thursday starting 5/1/23.Boston Mutual is an equal opportunity employer. Boston Mutual is an equal opportunity employer, and does not discriminate on the basis of race, color, age, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, disability, military service, veteran status, family status, pregnancy, or any other characteristic protected by federal or state laws. Boston Mutual is a drug-free workplace.#LI-Hybrid
Job DescriptionJob DescriptionAll Boston Mutual employees who interact with our policyholders, our producers, and our BML associates embrace the principles of our brand and service philosophy. We are all brand ambassadors. Both our words and our behaviors matter. We share a common service philosophy and pride ourselves in living the BML brand promises every day, one interaction at a time. The following statements represent what Boston Mutual stands “FOR” – it is what makes us different and better in the market we serve. We are FOR being a progressive life insurance company dedicated to offering financial peace of mind to working Americans and their families.We are FOR providing practical and affordable products designed for those we serve. We are FOR making it easy to secure a level of financial protection with a portfolio of products – beginning with life insurance – via enrollment and billing options at the workplace.We are FOR providing a personalized customer experience to our policyholders and producers.We are FOR acting in the best interests of our policyholders, producers, employees and the communities in which we live and serve – representing the goodness of mutuality in all we do.We do our best to: Demonstrate a desire to assistListen for understanding and respond empatheticallyExplain things in a manner that is easy to understandBe knowledgeable students of our businessTake full ownership to resolve questions and issuesBe professional, polite and courteousLeave our customers and associates “better than where we found them”Summary of PositionThe Telephone Representative reports directly to the Director of Policy Administration. Telephone Representative responsibilities include:Under limited supervision, handles a variety of customer service inquiries and problems on the telephone from policy owners and agents. Reviews and troubleshoots customer problems and initiates and/or completes action for requests. This includes decision making and problem resolution and may include waiving small amounts (under $25 if warranted and documented). Also interacts with other areas for resolution to problemsHandles written communications as follow up to telephone requests, e-mail, or written requests including policy research, payment and loan histories, and disputes. Handles changes, transactions, etc. and payment adjustmentsParticipates in presentations, training, and team meetings. Is available for mentoring and assistance on cases and policy questions for newer repsPerforms other duties and/or projects as needed or required. Qualifications & Knowledge RequirementsEducation: Associates degree or related experience (Liberal Arts or Business)Experience: Minimum of 2 years of customer service experience required.Knowledge Requirements: Excellent written/verbal communication skills.Strong organizational skills that reflect ability to perform and prioritize a high volume of multiple tasks seamlessly with excellent attention to context, substance and detail while meeting goals and strict deadlines.Excellent interpersonal skills and the ability to effectively build and extend relationships.Excellent working knowledge of Microsoft Office Word and ExcelInsurance knowledge is a plus. Certifications/Licensures: N/ABoston Mutual is an equal opportunity employer, and does not discriminate on the basis of race, color, age, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, disability, military service, veteran status, family status, pregnancy, or any other characteristic protected by federal or state laws. Boston Mutual is a drug-free workplace.#LI-Hybrid
