Service Professional

Responsibilities

• Actively listen to callers’ needs and provide emotional support during challenging situations.
• Resolve inquiries promptly and accurately, educate on policy details, and proactively identify solutions that support both immediate and long-term goals.
• 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.
• Navigate multiple administration systems and workflow 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.
• Escalate more complex issues as appropriate.
• Work collaboratively and may participate on project teams as needed.

Qualifications

• A customer service attitude that demonstrates professionalism, confidence, and 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.
• 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.
• Ability to work under pressure and meet deadlines.
• Willingness and ability to work with others in a collaborative team environment.

Skills

• Comprehensive knowledge of Penn Mutual’s life and annuity products.
• Experience with life insurance/annuity products.
• Experience with providing customer service in a contact center.
• Solid working knowledge of Microsoft Office products such as Excel, Word, and Outlook.
• Experience with Five9s systems.

Pay

Base Salary Range: $48,000 - $52, 000

Schedule

Shifts currently between the hours of 8am ET and 6pm ET, Monday through Friday.

About the Role

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

Benefits

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.