Account Administrator

Job Description

Job Description

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 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.
• 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 Account Administrator reports directly to the Supervisor. The Account Administrator is responsible for the successful processing of administrative transaction requests using a number of processes and systems while maintaining the highest levels of service professionalism in all they do.

The Account Administrator is expected to:

• Handle daily written and verbal communication with policyholders, insureds, brokers, sales representatives and other departments within the Company.
• Be Responsible for daily phone queue calls.
• Send appropriate bills and census reports electronically or in Excel format as requested.
• Process various GroupComm mainframe transactions to add, change or correct certificate records; additionally process specialized online portal transactions.
• Supports coaching and training for new hires and peers.
• Be Knowledgeable of all major functions within the department which include: Online Administration Portal, renewal rate changes, EDI file processing, group terminations, conversions and portability processes.
• Research, review and input simple and complex billing changes in Group Comm.
• Provide strong customer service support to all telephone and written inquiries; providing accurate and courteous responses in line with our ‘Family Matters’ brand.
• Interpret and administer contract provisions i.e. age reductions, evidence of insurability requirements, benefit eligibility periods, maximum benefits, rating, etc.
• Provide specialized communication with employers that deliver a solid level of understanding of group products.
• Assist team in multiple areas in order to achieve and maintain department standards.
• Comply with privacy guidelines; will protect the privacy of customer information.
• Performs other duties and/or projects as needed or required.

Qualifications

Education: High school diploma required. Bachelors preferred.

Experience: Minimum of 2 years of equivalent business experience required. Insurance experience and/or knowledge preferred.

Knowledge Requirements:

• Excellent written/verbal communication skills.
• Strong organizational skills that reflect ability to perform and prioritize a high volume of multiple tasks seamlessly with excellent attention to context, substance and detail while meeting goals and strict deadlines.
• Excellent interpersonal skills and the ability to effectively build and extend relationships.
• Excellent working knowledge of Microsoft Office Word and Excel.
• Experience using multiple system applications, managing electronic and physical documents, ensuring they are properly recorded in systems and stored appropriately.

Hybrid Work Model

At our Canton location, employees will be on site Monday - Thursday starting 5/1/23. At our Omaha location, employees will be on site 2 days per week.

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.

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