Service Account Representative - Flex Team

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Full Time Canton, MA, US

30+ days ago Requisition

Salary Range: $26.87 To $37.61 Hourly

• 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.
• 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 Floating Team reports directly to the team Supervisor. 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.

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

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

Hybrid Work Model At our Canton location, most 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. #LI-Hybrid