[Remote] Service Professional

Note: The job is a remote job and is open to candidates in USA. Penn Mutual is a company that has been empowering individuals, families, and businesses for over 175 years in achieving their financial goals. The Service Professional will play a vital role in delivering top-tier service to clients, managing inbound calls, and ensuring each interaction reflects the company’s commitment to excellence.

Responsibilities

• Compassionate problem solver for our clients and policy beneficiaries
• Empathetically listen to clients’ concerns, provide emotional support during challenging situations, and offer solutions that meet their current and future needs
• Serve as a dedicated advocate for policyholders, understanding their unique needs and advocating on their behalf within the organization to ensure their concerns are addressed promptly and efficiently
• Demonstrate a commitment to continuous improvement by actively seeking feedback, participating in training programs, and implementing best practices in Customer Success
• Develop in-depth knowledge of Penn Mutual’s life and annuity products
• Manage a wide range of inbound client inquiries with professionalism and accuracy
• 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 customer experience
• Meet or exceed individual and team performance goals and service metrics
• Escalate more complex issues as appropriate
• Responsible for adherence to the company’s framework of internal controls
• Work collaboratively and may participate on project teams as needed
• Ability to work a shift currently between the hours of 8am ET and 6pm ET, Monday through Friday
• 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

Skills

• H.S. Diploma or Equivalent required
• 1-3 years of direct or related customer service experience with life insurance, annuities, or financial services required
• Experience with life insurance/annuity products required
• Experience with providing customer service in a contact center required
• Solid working knowledge Microsoft Office products such as Excel, Word, and Outlook required
• A customer service attitude that demonstrates professionalism, confidence as well as a friendly, supportive tone over the phone
• Ability to comprehend and articulate complex life insurance and/or annuity product information and business processes
• Execute requests with urgency, thoroughness, 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 request by the caller to determine 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
• Ability to work a shift currently between the hours of 8am ET and 6pm ET, Monday through Friday
• FINRA Series 6 license strongly preferred
• Bachelor's Degree or higher preferred
• Industry certifications such as LOMA preferred
• Experience with Five9s systems preferred
• Some roles may be specified to require proficiency in Spanish

Company Overview