Variable Universal Life Operations Specialist

Job Description

Our Variable Universal Life Insurance Specialists are the first point of contact with our financial professionals and customers who own a Variable Universal Life (VUL) policy. Our employees own the

relationship with our valued customers and have the rewarding responsibility of shaping the image of Penn Mutual. We are building a team of individuals who understand that making a great impression is

important to developing and maintaining good relationships. Creating a great experience for customers, while contributing to individual and team performance expectations, are keys to success in this

role. This position can be fully remote.

We’ve embraced a flexible, hybrid approach to work. Based on your role and personal preference, we empower you to choose where you work best. This model allows you to balance your life and bring your whole self to work.

Responsibilities

• Owns the customer experience by establishing trust and building relationships with financial professionals and customers to provide high caliber service and follow-through.
• Thoroughly and efficiently handles simple to complex in-bound calls from financial professionals, policyholders and others, answering questions regarding their VUL product and/or servicing needs, in conjunction with handling end-to-end service requests.
• Demonstrate an understanding on all facets of the VUL Life Insurance products sold to be able to handle and process simple to more complex transactions with a high caliber of quality and attention to detail
• Processes transactions and documents records with consistent quality, attention to detail, and according to department policies and procedures.
• Responds effectively and appropriately to sensitive events and/or situations as needed, including customer complaint handling and escalation.
• Uses problem-solving skills to address issues and escalates concerns when necessary
• Possesses moderate knowledge of all facets of individual life Insurance or annuities and the products sold, with a deeper understanding of variable products.
• Interprets each request and navigates multiple administration systems as well as our workflow and imaging tools to gain and document needed information.
• Investigates and follows up on questions/issues to resolve concerns in an accurate and timely manner.
• Provides solutions, recommendations and product information with a sense of urgency, positivity and empathy.
• Seeks out opportunities to leverage best practices to meet requirements
• Identify, recommend and implement ongoing process improvements adhering to regulatory requirements and improve the customer experience
• Adheres to Service Level of Agreements (SLAs) and individual/team metrics
• Complies with all company and site policies and procedures
• Successfully completes regulatory and job training requirements
• Work with internal departments to ensure company meets clients’ expectations
• Ability to work core business hours between 8:30 and 6:00 pm EST
  
  

Skills And Abilities

• A customer service attitude that translates professionalism, confidence as well as a ‘smile’ over the phone
• Ability to comprehend and articulate complex information
• Ability to learn and adapt in ever changing and upgrading technology
• Executes with urgency and professionalism
• Excellent analytical and organizational skills with attention to detail
• Possesses a great sense of self-awareness
• Excellent communication skills, both verbal and written, required
• Willingness and proven ability to work on multiple tasks and adapt to a changing work environment
• Strong technical skills with the ability to navigate within multiple systems
• Excellent problem-solving skills – the ability to see beyond the obvious into what may be intended
• Willingness and ability to work under pressure and meet deadlines
• Ability to make a positive contribution as demonstrated by learning new skills and making suggestions for process/procedure improvement
• Ability to work with others in a collaborative team environment, while maintaining a self-driven mentality
• Excellent communication skills, both verbal and written, required
  
  

Education

• H.S. Diploma or Equivalent Required
• Bachelor's Degree Preferred
  
  

Experience

• 5-7 Years customer service experience Required
• Experience with individual life insurance/annuity products required Required
  
  

Licenses

• FINRA Series 6 within 180 Days Required
  
  

Base Salary Range - $60,000 - $79,000

For over 175 years, Penn Mutual has empowered individuals, families and businesses on the journey to achieve their financial goals. Through our partnership with Financial Professionals across the U.S., we help instill the confidence and reliability that comes from a stronger financial future. Penn Mutual and its affiliates offer a comprehensive suite of competitive products and services to meet the unique needs of Financial Professionals and their clients, including life insurance, annuities, wealth management and institutional asset management. To learn more, including current financial strength ratings, visit www.pennmutual.com.

Penn Mutual is committed to Equal Employment Opportunity (EEO). We provide employment and advancement opportunities to all qualified applicants and associates, according to applicable laws. This is reflected in our practices for hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, compensation, selection or training, and all other terms and conditions of employment. All employment-related decisions and practices are free from unlawful discrimination. This includes: race, creed, color, national origin, ancestry, citizenship age, gender (including pregnancy), sexual orientation, gender identity or expression, domestic partnership or civil union status, marital status, genetic information, disability, religious observance or practice, liability, veteran status or any other classification protected under applicable law.