Telephone Representative

Summary of Position

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

• 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, including decision making and problem resolution and may include waiving small amounts (under $25 if warranted and documented).
• Interacts with other areas for resolution of 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, and payment adjustments.
• Participates in presentations, training, and team meetings.
• Provides mentoring and assistance on cases and policy questions for newer representatives.
• Performs other duties and/or projects as needed or required.

• Associate's degree or related experience (Liberal Arts or Business).
• Minimum of 2 years of customer service experience.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to prioritize a high volume of multiple tasks while meeting strict deadlines.
• Excellent interpersonal skills and ability to build and extend relationships effectively.
• Excellent working knowledge of Microsoft Office Word and Excel.
• Insurance knowledge is a plus.

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.