Telephone Representative

Job Description

Job Description

All 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 assist
• Listen for understanding and respond empathetically
• Explain things in a manner that is easy to understand
• Be knowledgeable students of our business
• Take full ownership to resolve questions and issues
• Be professional, polite and courteous
• Leave our customers and associates “better than where we found them”

Summary of Position

The 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 problems
• Handles 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 adjustments
• 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.

Qualifications & Knowledge Requirements

Education: 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 Excel
• Insurance knowledge is a plus.

Hybrid Work Model

At our Canton location, employees will be on site Monday - Thursday. At our Omaha location, employees will be on site 2 days per week.

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.

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