Sr. Customer Service Representative

Sr. Customer Service Representative

locations

Remote – United States

Full time

Job Description:

The Sr. 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 addressing 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.
• 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
• 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
• Possesses moderate knowledge of all facets of Life Insurance or Annuities and the products sold
• Handles simple to complex in-bound calls from our advisers/clients and answers questions regarding their life or annuity product and/or servicing needs.
• Investigates and follows up on questions/issues to resolve concerns in an accurate and timely manner.
• Provide solutions, recommendations and product information with a sense of urgency, positivity and empathy.
• Seeks out opportunities to leverage best practices to meet requirements.
• Accepts ownership of the interaction and provides a high caliber of service and follow-through.
• Interprets each request and navigates multiple administration systems as well as our workflow and imaging tools to gain and document needed information.
• Processes some routine and some more complex financial and non-financial transactions and documents records with consistent quality, attention to detail, and according to department policies and procedures.
• Recommends process changes to continuously improve the client experience.
• Adheres to Service Level of Agreements (SLAs) and individual/team metrics.
• Handles escalated calls and more complex issues as appropriate.
• 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 between the hours of 8am and 6pm (hours may vary).

Skills and Abilities

• 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.
• 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.

Education

• H.S. Diploma or Equivalent Required and
• Bachelor’s Degree Preferred

Experience

• Minimum of 2+ years of customer service experience Required and
• Experience with life insurance products strongly Preferred

Base Salary Range – $48,000 – $60,000