Service Professional

Service Professional

The Service Professional plays a vital role in delivering top-tier service to our clients, ensuring each interaction reflects unwavering commitment to excellence of Penn Mutual. Our team members take ownership of building meaningful relationships with every caller and embrace the accountability that comes with being a trusted voice of our policyholders, beneficiaries, and Financial Professionals.

Those selected for this role will demonstrate a passion for best-in-class service, managing a variety of inbound calls with care and professionalism. Responsibilities include actively listening to callers' needs, resolving inquiries promptly and accurately, educating on policy details, and proactively identifying solutions that support both immediate and long-term goals. Every interaction should foster a seamless, thoughtful, and trusted customer experience.

We have embraced a flexible approach to work as we are 100% remote. This model allows you to balance your life and bring your whole self to work so that you can focus on providing top-tier service to our financial professionals and the account holders.

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 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 and Abilities

Education

Experience

Base salary range : $45,000 - $52,000

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.

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.