Telephone Representative

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.

Summary of Position

The Telephone Representative reports directly to the Director of Policy Administration.

Telephone Representative responsibilities include:

• Under limited supervision, handles a variety of customer service inquiries and problems on the telephone from policy owners and agents.
• Reviews and troubleshoots customer problems and initiates and/or completes action for requests. This includes decision making and problem resolution and may include waiving small amounts (under $25 if warranted and documented).
• Also interacts with other areas for resolution to problems
• Handles written communications as follow up to telephone requests, e-mail, or written requests including policy research, payment and loan histories, and disputes.
• Handles changes, transactions, etc. and payment adjustments
• Participates in presentations, training, and team meetings.
• Is available for mentoring and assistance on cases and policy questions for newer reps
• Performs other duties and/or projects as needed or required.

Qualifications

Education: Associates degree or related experience (Liberal Arts or Business)

Experience: Minimum of 2 years of customer service experience required.

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
• Insurance knowledge is a plus.

Other Information:

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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