Sr. Customer Success Representative – Life Insurance

The Sr. Customer Service Representative will be responsible for providing timely and accurate information when servicing our Financial Professionals. They must resolve any issues to ensure customers and Financial Professionals are satisfied with our services and experience. This role requires an excellent communicator with a proactive attitude to think ahead to help support our Financial Professionals.

Responsibilities

• Educate and inform clients about the company processes, service and products
• Work with internal departments to ensure company meets clients’ expectations
• Communicate professionally both internally and externally through various channels, such as direct calls, phone queues, and emails
• Proactively owns the customer experience by establishing trust and building relationships with financial professionals and customers to provide high caliber service and follow-through
• Handle simple to more complex in-bound calls, requests and inquiries from assigned sales distribution region and clients
• Processes some routine and some more complex transactions and documents records with consistent quality, attention to detail, and according to department policies and procedures
• Demonstrate an understanding on all facets of the Life Insurance products sold to be able to handle simple to more complex in-bound calls from our financial professionals and answer questions regarding life and/or servicing needs
• Interpret each request and navigate multiple administration systems as well as our workflow and imaging tools to gain and document needed information
• Recommend and facilitate process changes to continuously improve the customer experience
• Adhere to Service Level of Agreements (SLAs) and individual/team metrics
• Remain current in profession and industry trends
• Responsible for adherence to the company’s framework of internal controls
• Identify, recommend and implement ongoing process improvements
• Perform various other related duties, assignments and special projects as assigned
• Complies with all company and site policies and procedures and successfully completes regulatory and job training requirements

Required Skills

• A customer service attitude that translates professionalism, confidence as well as a friendly approach over the phone
• Ability to foster and maintain strong relationships with assigned sales region and clients
• Ability to comprehend complex financial concepts 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

Required Experience

• 3-5 years of call center experience, preferably in a un-scripted environment
• Life Insurance call center experience is a strong preference

Education/Licenses/Professional Designations

• Bachelor’s degree preferred
• ALMI & FLMI designations, preferred
• FINRA Series 6, 7 or 26, preferred

Penn Mutual helps people become stronger. Our expertly crafted life insurance is vital to long-term financial health and strengthens people’s ability to enjoy every day. Working with our trusted network of financial professionals, we take the long view, building customized solutions for individuals, their families, and their businesses. We support our financial professionals with retirement and investment services through our wholly owned subsidiary, Hornor, Townsend & Kent, LLC, member FINRA/SIPC.

Salary Range – $48,000 – $61,500