Boston Mutual Life Insurance Service Acct Representative - Floating Team in Canton, Massachusetts
All Boston Mutual employees who interact with our policyholders, our producers, and our BML associates embrace the principles of our brand and service philosophy. We are all brand ambassadors. Both our words and our behaviors matter. We share a common service philosophy and pride ourselves in living the BML brand promises every day, one interaction at a time.
The following statements represent what Boston Mutual stands “FOR” – it is what makes us different and better in the market we serve.
We are FOR being a progressive life insurance company dedicated to offering financial peace of mind to working Americans and their families.
We are FOR providing practical and affordable products designed for those we serve.
We are FOR making it easy to secure a level of financial protection with a portfolio of products – beginning with life insurance – via enrollment and billing options at the workplace.
We are FOR providing a personalized customer experience to our policyholders and producers.
We are FOR acting in the best interests of our policyholders, producers, employees and the communities in which we live and serve – representing the goodness of mutuality in all we do.
We do our best to:
Demonstrate a desire to assist
Listen for understanding and respond empathetically
Explain things in a manner that is easy to understand
Be knowledgeable students of our business
Take full ownership to resolve questions and issues
Be professional, polite and courteous
Leave our customers and associates “better than where we found them”
The Service Representative is responsible for supporting the overall Cx team during peak processing times; while demonstrating the highest levels of service professionalism in all they do. This role is key to ensuring day to day activities and functions are effectively being handled and high level of service is being provided to our customers. The Service Representative Floating Team reports directly to the team Supervisor.
As Service Account Representative , responsibilities include:
Handle a variety of inquiries and problems from internal teammates and external partners (policy owners and agents)
Reviews, researches and troubleshoots problems and initiates and/or completes action for requests.
Partners with other areas for resolution to problems.
Provide back-up support on all functions within the area; supporting work completion based on volume peaks or staffing challenges
Participates in project work for the department as a subject matter expert (SME)
Participates in presentations, training, and team meetings.
Is available to the team for mentoring/training and assistance on cases and research
Assists the supervisor with the department’s quality reviews, work monitoring and delegation.
Develops, maintains and distributes weekly and monthly reporting
Participate in team meetings, goal setting and team decisions.
Other duties as required.
Education: College degree or related experience (Liberal Arts or Business); as well as at least 5 years of Customer Service experience.
Experience: PC skills required (Microsoft Office – Word, Outlook, Excel, Access, etc.), strong communication skills, problem solver, and professional phone etiquette.
Hybrid Work Model
At our Canton location, employees will be on site Monday - Thursday starting 5/1/23.
Boston Mutual is an equal opportunity employer. Boston Mutual is an equal opportunity employer, and does not discriminate on the basis of race, color, age, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, disability, military service, veteran status, family status, pregnancy, or any other characteristic protected by federal or state laws. Boston Mutual is a drug-free workplace, and any offer extended will be contingent upon appropriate results of a drug test.