Service Account Representative - Flex Team

Job Description

Job Description

The Boston Mutual Life Mission

We provide access to insurance solutions designed to protect you, your future, and the people you care about because you and your family matter.

Every employee at Boston Mutual plays a part in delivering the experience we want for our customers, partners, and one another. Through each interaction and decision, we’re all accountable for bringing our mission to life and reinforcing a consistent, customer-centered approach.

You’ll be part of a team that makes a difference for families, supports one another, and takes pride in the impact we make, with our Guiding Principles shaping how we show up and work together every day.

• Customer Focus – Responding to internal and external customers in a timely, thoughtful way
• Collaboration – Partnering across teams to move work forward and get results
• Focused Priorities – Concentrating on the work that matters most to drive impact
• Resilience – Adapting and moving forward when challenges arise
• Corporate Citizenship – Supporting community engagement and helping build trust inside and outside the organization

These principles set clear expectations for how we work, make decisions, and deliver results.

All Boston Mutual employees should embody our core values of integrity, curiosity, trust, respect, inclusiveness, collaboration, empathy, clarity, honesty, and commitment, applying them in how you work, collaborate, and contribute to outcomes that drive our business forward.

Statement of Position

The Service Representative Floating Team reports directly to the team Supervisor. The Service Representative is responsible for supporting the overall Customer Experience 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.

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.

Qualifications & Knowledge Requirements

Education: College degree or related experience (Liberal Arts or Business); as well as at least 5 years of Customer Service experience

Experience: PC skills, (Microsoft Office – Word, Outlook, Excel, Access, etc.), strong communication skills, problem solver, phone etiquette

Knowledge Requirements:

Certifications/Licensures: N/A

Hybrid Work Model

At our Canton location, employees will be on site Monday - Thursday. 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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