Penn Mutual
Customer Service Manager (Life Insurance)
Penn Mutual, Little Ferry, New Jersey, us, 07643
Lead a team of Customer Service Representatives, serving as mentor, coach, and advocate for both team members, Financial Professionals and their clients. Responsibilities include overseeing day-to-day operations, ensuring exceptional customer service delivery, fostering a supportive and collaborative team environment, and driving initiatives to enhance customer and associate satisfaction and retention. The ideal candidate will possess strong leadership skills, empathy, and passion for delivering outstanding customer experience in a fast-paced call center environment, all while looking for ways to deliver a best-in-class servicing experience.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
Work with Supervisors and Associates to develop business processes and service standards: continuously assess, evaluate and refine performance measures as a staple of our commitment to continuous improvement; streamline procedures in order to reduce cost, improve timeliness and increase quality.Perform quality monitoring of phone calls and service requests to provide feedback to staff. Phone monitoring includes the in-depth review of the caller’s experience with us and providing written and verbal feedback to associates while coaching them to their potential.Be approachable and provide hands-on support to the team through handling escalated or complex situations, and providing guidance.Solve problem cases by providing research support and documentation required to respond to the complaint.Create an environment that encourages two-way communication and in which associates feel it is safe to speak up.Define reporting parameters and establish reporting standards with the Management Team.Promote a culture where associates and Supervisors take responsibility and are accountable for their performance by setting clear expectations; giving associates and team leaders the tools they need to do their job and holding them accountable for results.Develop metrics, set performance expectations, and perform quality monitoring of key processes to ensure quality and thoroughness of work. Reinforce positive performance by recognizing and rewarding others.Strengthen the producer relationship through raising the caliber of service provided.Actively manage performance - could include counseling and assisting associates through the performance improvement process. Have consistent and meaningful dialogue with associates and team leaders regarding their development, performance, and developmental needs.Think creatively and strategically to drive process changes to continuously improve our producers’ and clients’ experience of doing business with us, reduce costs, and/or improve timeliness. Challenge others to think creatively.Demonstrate courage to challenge the status quo and to make difficult decisions necessary to support the organization’s strategy.Demonstrate a strong working understanding of the daily production tasks, processes, and systems. Understand the workflow, with the detail necessary to be able to drive systems and process initiatives.Lead the interviewing/hiring process for the team and make hiring decisions aligned with pre-determined expertise and competency.Monitors accounting reconciliation process for all suspense and liability accounts to ensure timeliness and high quality; Successful Model Audit Rule planning and testing.Participate in corporate and department projects and other related duties.Complies with all company and site policies and procedures.Remains current in profession and industry trends.Successfully completes regulatory and job training requirements.Required Skills
Excellent verbal and written communication skills.Excellent negotiation and collaboration skills.Experience with driving positive change.Ability to effectively partner across the organization and at multiple levels by building and maintaining strong relationships.Accept ownership of all interactions and provide a high caliber of service excellence and follow-through.Demonstrated drive for results.Listens and encourages suggestions, improvements, concerns, innovations from others.Creates an environment that encourages two-way communication and in which associates feel it is safe to speak up.Actively and openly leads change and continually assesses impact.Provides cost-effective and customer-focused solutions.Makes a quick but systematic analysis to find the root cause of an issue.Aids in the continued growth and development of others for the benefit of the individual and the long-term growth of the organization.Respects others’ knowledge and abilities; encourages personal and professional learning.Required Experience
Education
College degree strongly preferred.FINRA Series 6 required within 6 months from date of hire. Series 26 required within 12 months of date of hire.Experience
Call Center and/or Operational experience preferred.5-7 years experience within the Insurance industry with at least 2 years leadership experience required.Knowledge of Penn Mutual products, processes, and transactions preferred.Penn Mutual helps people become stronger. Our expertly crafted life insurance is vital to long-term financial health and strengthens people’s ability to enjoy every day. Working with our trusted network of financial professionals, we take the long view, building customized solutions for individuals, their families, and their businesses. We support our financial professionals with retirement and investment services through our wholly owned subsidiary, Hornor, Townsend & Kent, LLC, member FINRA/SIPC.Base Salary Range: $90,000 - $115,500
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Work with Supervisors and Associates to develop business processes and service standards: continuously assess, evaluate and refine performance measures as a staple of our commitment to continuous improvement; streamline procedures in order to reduce cost, improve timeliness and increase quality.Perform quality monitoring of phone calls and service requests to provide feedback to staff. Phone monitoring includes the in-depth review of the caller’s experience with us and providing written and verbal feedback to associates while coaching them to their potential.Be approachable and provide hands-on support to the team through handling escalated or complex situations, and providing guidance.Solve problem cases by providing research support and documentation required to respond to the complaint.Create an environment that encourages two-way communication and in which associates feel it is safe to speak up.Define reporting parameters and establish reporting standards with the Management Team.Promote a culture where associates and Supervisors take responsibility and are accountable for their performance by setting clear expectations; giving associates and team leaders the tools they need to do their job and holding them accountable for results.Develop metrics, set performance expectations, and perform quality monitoring of key processes to ensure quality and thoroughness of work. Reinforce positive performance by recognizing and rewarding others.Strengthen the producer relationship through raising the caliber of service provided.Actively manage performance - could include counseling and assisting associates through the performance improvement process. Have consistent and meaningful dialogue with associates and team leaders regarding their development, performance, and developmental needs.Think creatively and strategically to drive process changes to continuously improve our producers’ and clients’ experience of doing business with us, reduce costs, and/or improve timeliness. Challenge others to think creatively.Demonstrate courage to challenge the status quo and to make difficult decisions necessary to support the organization’s strategy.Demonstrate a strong working understanding of the daily production tasks, processes, and systems. Understand the workflow, with the detail necessary to be able to drive systems and process initiatives.Lead the interviewing/hiring process for the team and make hiring decisions aligned with pre-determined expertise and competency.Monitors accounting reconciliation process for all suspense and liability accounts to ensure timeliness and high quality; Successful Model Audit Rule planning and testing.Participate in corporate and department projects and other related duties.Complies with all company and site policies and procedures.Remains current in profession and industry trends.Successfully completes regulatory and job training requirements.Required Skills
Excellent verbal and written communication skills.Excellent negotiation and collaboration skills.Experience with driving positive change.Ability to effectively partner across the organization and at multiple levels by building and maintaining strong relationships.Accept ownership of all interactions and provide a high caliber of service excellence and follow-through.Demonstrated drive for results.Listens and encourages suggestions, improvements, concerns, innovations from others.Creates an environment that encourages two-way communication and in which associates feel it is safe to speak up.Actively and openly leads change and continually assesses impact.Provides cost-effective and customer-focused solutions.Makes a quick but systematic analysis to find the root cause of an issue.Aids in the continued growth and development of others for the benefit of the individual and the long-term growth of the organization.Respects others’ knowledge and abilities; encourages personal and professional learning.Required Experience
Education
College degree strongly preferred.FINRA Series 6 required within 6 months from date of hire. Series 26 required within 12 months of date of hire.Experience
Call Center and/or Operational experience preferred.5-7 years experience within the Insurance industry with at least 2 years leadership experience required.Knowledge of Penn Mutual products, processes, and transactions preferred.Penn Mutual helps people become stronger. Our expertly crafted life insurance is vital to long-term financial health and strengthens people’s ability to enjoy every day. Working with our trusted network of financial professionals, we take the long view, building customized solutions for individuals, their families, and their businesses. We support our financial professionals with retirement and investment services through our wholly owned subsidiary, Hornor, Townsend & Kent, LLC, member FINRA/SIPC.Base Salary Range: $90,000 - $115,500
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