Job Description
Position Overview
Penn Insurance and Annuity of New York (affiliate of Penn Mutual) is a client services team that processes and services our life and annuity business. This team is essential to our business, as they are the face of our company, providing critical interactions with our financial professionals and their clients. Our Customer Service Representatives own the relationship with our valued customers and have the rewarding responsibility of shaping the image of our company. You will handle a variety of in-bound calls from our clients via an 800 line providing stellar service as well as delivering policy/contract administration support. We are searching for candidates with all levels of experience for this role, from entry-level to more seasoned representatives.
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
- Learns all facets of inforce term, whole life, universal & variable life insurance and/or annuities
- Handles simple to complex in-bound calls from our clients/financial professionals and answers questions regarding their life or annuity product and/or servicing needs
- Accepts financial and non-financial transactions with consistent quality, attention to detail, and according to department policies and procedures
- Investigates and follows up on questions/issues to resolve concerns in an accurate and timely manner
- Processes straightforward transactions with attention to detail
- Interprets each request and navigates multiple administration systems as well as our workflow and imaging tools to gain and document needed information
- Meets speed of service and quality goals for each task function and contribute to overall team goals
- Comply with all company and site policies and procedures while adhering to the company’s framework of internal controls
- Work collaboratively and may participate on project teams
- Strengthen the adviser relationship through raising the caliber of service provided
- Perform various other related duties, assignments and special projects as assigned
- Recommends and facilitates process changes to continuously improve the customer experience
- Ability to work core business hours between 8:30 and 6:00 pm EST
Skills And Abilities
- A customer service attitude that translates professionalism, confidence as well as a ‘smile’ over the phone (High proficiency)
- Ability to comprehend and articulate information (High proficiency)
- Ability to navigate multiple systems and resources (High proficiency)
- Willingness and proven ability to work on multiple tasks and adapt to a changing work environment (High proficiency)
- Ability to work with others in a collaborative team environment (High proficiency)
- Executes with urgency and professionalism (High proficiency)
- Excellent communication skills, both verbal and written, required (High proficiency)
- Excellent problem-solving skills – the ability to see beyond the obvious into what may be intended (High proficiency)
- Ability to make a positive contribution as demonstrated by learning new skills (High proficiency)
- Demonstrated ability to handle difficult conversations in a professional manner (High proficiency)
- Ability to learn and adapt in ever changing and upgrading technology (Medium proficiency)
- Willingness and ability to work under pressure and meet deadlines (Medium proficiency)
- Good interpersonal skills with the ability to work with co-workers in other operational departments (Medium proficiency)
Education
- H.S. Diploma or Equivalent Required
- Bachelor's Degree Preferred
Experience
- 0-3 Years Minimum of 2+ years of customer service experience Required
- 0-3 Years Experience with universal and variable life insurance/annuity products Preferred
Licenses
Base Salary - $48,000 - $61,500
For over 175 years, Penn Mutual has empowered individuals, families and businesses on the journey to achieve their financial goals. Through our partnership with Financial Professionals across the U.S., we help instill the confidence and reliability that comes from a stronger financial future. Penn Mutual and its affiliates offer a comprehensive suite of competitive products and services to meet the unique needs of Financial Professionals and their clients, including life insurance, annuities, wealth management and institutional asset management. To learn more, including current financial strength ratings, visit www.pennmutual.com.
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.
