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Penn Mutual Is Hiring A Bilingual Service Professional
Join Our Team as a Service Professional! 🌟
Embark on a rewarding journey with Penn Mutual, where you'll play a pivotal role in delivering exceptional service to our financial professionals and their clients. Be part of a dedicated team committed to building trust, providing empathetic support, and shaping a brighter financial future.
Position Overview
The Service Professional is essential in fostering strong relationships with our Financial Professionals and customers. Your responsibilities include being a compassionate voice, a skilled problem solver, and a proactive advisor—addressing immediate concerns and anticipating future needs—while ensuring a seamless, trusted customer experience. This role involves handling inbound calls via an 800 line, working under immediate supervision, and embracing a flexible, hybrid work environment that empowers you to choose where you work best.
Responsibilities 🤝
- Provide compassionate support: Be the empathetic voice for our clients and Financial Professionals, ensuring top-tier service.
- Active listening & problem-solving: Understand concerns, offer emotional support, and tailor solutions to meet current and future needs.
- Advocate for policyholders: Understand their specific needs and represent their concerns within the organization for prompt action.
- Commit to continuous improvement: Seek feedback, participate in training, and implement best practices in Customer Success.
- Product knowledge: Learn all facets of Life Insurance and Annuities, and the products we sell.
- Handle calls & inquiries: Manage inbound calls regarding policy questions and servicing needs, resolving issues accurately and timely.
- Ownership & follow-through: Take responsibility for each interaction, ensuring high-quality service and documentation.
- Navigate systems: Use admin, workflow, and imaging tools effectively to gather and record information.
- Process transactions: Perform routine financial and non-financial transactions with precision and adherence to policies.
- Drive process improvements: Suggest and implement changes to enhance the customer experience.
- Meet SLAs & metrics: Ensure service levels and individual/team performance metrics are achieved.
- Escalate issues: Identify complex problems and escalate appropriately.
- Stay current: Keep up with industry trends and comply with company policies and internal controls.
- Collaborate & participate: Work effectively with team members and participate in projects or special assignments.
- Additional duties: Perform other responsibilities and contribute to ongoing process improvements.
- Operational hours: Work between 8 am and 8 pm, with flexibility based on role.
- Embrace AI tools: Leverage artificial intelligence technologies to enhance decision-making and innovation.
Skills & Abilities 🎯
- Professional, friendly, and confident customer service over the phone
- Ability to articulate and comprehend complex information
- Execute tasks with urgency and professionalism
- Navigating multiple systems and resources efficiently
- Excellent analytical, organizational, and attention to detail skills
- Strong verbal and written communication skills
- Adaptability to changing environments and multitasking
- Effective problem-solving with an eye for intent beyond the obvious
- Ability to work under pressure and meet deadlines
- Proactive in learning new skills and suggesting improvements
- Collaborative team player
Educational Requirements 📚
- High School Diploma or Equivalent required
- Bachelor’s Degree preferred
Experience Needed 🚀
- Minimum of 1+ years experience in a contact center environment
- Experience with life insurance products (preferred)
- Bilingual (Spanish-English) required
Compensation 💰
Base Salary Range: $45,000 - $52,000
Our Commitment & Values 🤝
At Penn Mutual, our shared commitment is to do what’s right today, together, for the promise of a brighter tomorrow. We promote a culture of Care, Respect, and Belonging.
We are dedicated to Equal Employment Opportunity (EEO) and provide inclusive opportunities for all qualified candidates, fostering a workplace free from discrimination based on race, creed, color, national origin, age, gender, sexual orientation, gender identity, and more.
About Penn Mutual 🦅
For over 175 years, Penn Mutual has empowered individuals to achieve their financial goals through robust life insurance solutions and trusted professional partnerships. We support our Financial Professionals with retirement, investment services, and a comprehensive suite of products, including life insurance and annuities. Learn more at www.pennmutual.com.
Our mission is to help people become stronger, healthier, and more secure. Join us to make a meaningful impact on lives and build a brighter financial future for all. 🌟