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.

Responsibilities:

• Learn all facets of Life Insurance and the products sold
• Handle simple to more complex in-bound calls from our clients and answer questions regarding life product and/or servicing needs
• Investigate and follow up on basic or routine questions/issues to resolve concerns in an accurate and timely manner
• Accept ownership of the interaction and provide a high caliber of service and follow-through
• Interpret each request and navigate multiple administration systems as well as our workflow and imaging tools to gain and document needed information
• Process routine financial and non-financial transactions and document records with consistent quality, attention to detail, and according to department policies and procedures
• Recommend and facilitate process changes to continuously improve the customer experience
• Adhere to Service Level of Agreements (SLAs) and individual/team metrics
• Escalate more complex issues as appropriate
• Remain current in profession and industry trends
• Comply with all company and site policies and procedures
• Responsible for adherence to the company’s framework of internal controls
• Work collaboratively and may participate on project teams
• Identify, recommend and implement ongoing process improvements
• Perform various other related duties, assignments and special projects as assigned
• Ability to work between the hours of 8:30 am to 6:00 pm
• 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
• A customer service attitude that translates professionalism, confidence as well as a friendly approach over the phone
• Ability to comprehend 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

Education:

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

Experience:

• Minimum of 1-3 years customer service experience Required
• Experience with life insurance products Preferred

Salary Range – $45,000 – $50,000

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.

Penn Mutual is committed to Equal Employment Opportunity (EEO). We provide employment and advancement opportunities to all qualified applicants and associates, according to applicable laws. This is reflected in our practices for hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, compensation, selection or training, and all other terms and conditions of employment. All employment-related decisions and practices are free from unlawful discrimination. This includes: race, creed, color, national origin, ancestry, citizenship age, gender (including pregnancy), sexual orientation, gender identity or expression, domestic partnership or civil union status, marital status, genetic information, disability, religious observance or practice, liability, veteran status or any other classification protected under applicable law.