Job Description:
Position Overview
The Senior Account Manager will provide dedicated customer service as a primary contact for our distribution partners. The focus is to develop, manage, and maintain positive relationships with our Financial Professionals and Field Office Staff. The Senior Account Manager will ensure that New Business processes meet needs and expectations through effective processing, communication, and collaboration between the Home Office, Distribution, Financial Professionals, and their staff.
Responsibilities
- Serve as a key point of contact for internal partners and Financial Professionals, fostering strong, collaborative working relationships.
- Coordinate across teams to support timely resolution of cases and issues.
- Appropriately escalate complex matters to ensure effective outcomes and stakeholder alignment.
- Apply strong product, underwriting, and process knowledge to review and process cases accurately and efficiently.
- Proactively identify issues, inconsistencies, or missing information to prevent delays or rework.
- Ensure all work is completed in compliance with regulatory, procedural, and quality standards while meeting service level expectations.
- Provide clear, timely, and professional updates to internal partners and Financial Professionals throughout the case lifecycle.
- Effectively explain requirements, decisions, and next steps in a concise and understandable manner.
- Maintain accurate documentation to support transparency, continuity, and audit readiness.
- Support onboarding and ongoing development of associates through coaching, knowledge sharing, and guidance.
- Act as a subject matter expert for questions related to products, processes, and best practices.
- Contribute to team consistency and performance by identifying opportunities for process improvement and knowledge development.
Knowledge, Skills and Abilities
- Works efficiently within a dynamic, team-oriented environment, consistently producing large quantities of high-quality work and regularly achieving standards for productivity, accuracy, and service in a regulated context.
- Strong customer service orientation, partnering effectively with field professionals and internal stakeholders to understand needs, resolve issues, and support smooth new business transitions aligned with Penn Mutual service values.
- Demonstrated ability to communicate clearly and professionally, providing timely updates, building trust, and ensuring shared understanding using appropriate tools, resources, and messaging.
- Strong industry and product knowledge, including a clear understanding of age and amount requirements, underwriting guidelines, and the proper ordering of requirements to support efficient case progression.
- Highly organized with strong prioritization and time management skills, able to manage multiple tasks, deadlines, and competing priorities while maintaining attention to detail and quality.
- Adaptable and agile, responding effectively to changing priorities, evolving processes, and system enhancements while proactively identifying solutions and improvements.
- Demonstrated capability to support the development of others through on-the-job guidance, knowledge sharing, and informal training as a senior subject matter resource.
- Strong technical aptitude with the ability to efficiently navigate and adapt to evolving systems and tools, including MS Office, order entry platforms, CRM systems, document imaging, AI applications such as Copilot, and digital communication tools. Proficient in Home Office and Field Office systems including NBA, Insight, Smart Office, RemitPro, Paperclip, SNAP, and ACE.
- Continuous improvement mindset, contributing ideas, embracing learning opportunities, and supporting enhancements to processes, procedures, and overall team effectiveness.
Education
- High School Diploma or equivalent required.
- Bachelor’s Degree preferred.
Experience
- 5 years of experience in life insurance case management required.
License
- LOMA or industry courses or certifications preferred.
Base Salary Range - $65,000-$75,000
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.
