Job Description
The Senior Star Support Representative will be responsible for providing timely and accurate information when servicing our Star 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 Star Financial Professionals.
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
- Build rapport and provide timely responses to inquiries from our internal and external customers
- Create and foster a boutique concierge service with assigned sales distribution region
- 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
- Responds effectively and appropriately to sensitive events and/or situations as needed, including customer complaint handling and escalation
- Proactively provides solutions, recommendations and product information with a sense of urgency, positivity and empathy
- Possesses moderate knowledge of all facets of individual life insurance products sold
- Handling general in-bound calls, requests and inquiries from assigned sales distribution region and clients
- Processes routine transactions and documents records with consistent quality, attention to detail, and according to department policies and procedures
- Interprets each request and navigates multiple administration systems as well as our workflow and imaging tools to gain and document needed information
- Seeks out opportunities to leverage best practices to meet requirements
- Recommends process changes to continuously improve the client experience
- Adheres to Service Level of Agreements (SLAs) and individual/team metrics
- Ability to work core business hours between 7:00 am and 6:00 pm EST(hours may vary)
Skills And Abilities
- A customer service attitude that translates professionalism, confidence as well as a ‘smile’ over the phone
- Excellent problem-solving skills – the ability to see beyond the obvious into what may be intended
- Ability to foster and maintain strong relationships with assigned sales region and clients
- Proactive approach to managing client needs
- 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
- Possesses a great sense of self-awareness
- 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
- 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, while maintaining a self-driven mentality
Education
- Bachelor's Degree Preferred
Experience
- 1-3 years experience in financial services industry Required
- 1-3 years individual Life insurance experience Preferred
Base Salary Range: $48,000 - $64,000
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.
