Service Professional

Job Description

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. 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 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 participateon 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

• A customer service attitude that demonstrates professionalism, confidence as wellas 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. 

• Some roles may be specified to require proficiency in Spanish.  

Education

• H.S. Diploma or Equivalent required.

• FINRA Series 6 license strongly preferred.

• Bachelor's Degree or higher preferred.

• Industry certifications such as LOMA preferred.

Experience

• 1-3 yearsof 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. 

• Experience with Five9s systems preferred. 

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

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