Hybrid Issue Support Rep bei Boston Mutual

All Boston Mutual employees who interact with our policyholders, our producers, and our BML associates embrace the principles of our brand and service philosophy.     We are all brand ambassadors.     Both our words and our behaviors matter.  We share a common service philosophy and pride ourselves in living the BML brand promises every day, one interaction at a time.  

The following statements represent what Boston Mutual stands “FOR” – it is what makes us different and better in the market we serve.  

• 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.

We do our best to: 

• 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”

Statement of Position

The Issue Support Representative is responsible for assisting with the setup of cases, assembly, checking and mailing of policies. They process weekly and monthly productivity reports. They also process address changes, duplicate policy request, and assist with other duties and projects assigned.

The Issue Support Representative is expected to: 

• Process case setup, duplicate policy requests, research addresses changes and transactions.
• Assemble, check and mail policies and certificates.
• Quality review policies for Workplace and Individual lines of business for accuracy.
• Log in new case submissions.
• Assist with data entry & Issue.
• Process morning OFAC scan.
• Process weekly and monthly production reports.
• Provide daily case reports to Issue Coordinators.
• Maintain and organize policy room for Issue Coordinator.
• Monitor supply levels and submit requests for supplies as needed.
• Handle daily telephone messages and Issue address check reports.
• Assist Issue Coordinators with case work and issue process.
• Handle written and verbal communication with agents, brokers, policyholders and home office departments. 
• Expected to make process decision and problem solve team tasks.
• Create weekly rotating support team task schedule.
• Participate in team meeting, team goal setting, and team decisions.
• Must comply with privacy guidelines; will protect the privacy of customer information.
• Other duties and special projects as required.

JOB REQUIREMENTS AND QUALIFICATIONS 

Education:  High School Diploma required.

Experience:  Minimum of 2 years of business 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. 
• Shows initiative with a “can do attitude” and the ability to implement changes that will improve workflow.
• Strong computer skills using MS Office.
• Good math skills.
• Team player and ability to work independently.
• Insurance knowledge is a plus. 

Certifications/Licensures: N/A

ADDITIONAL INFORMATION

 Regular Working Conditions (Desk job with occasional walking, use of computer with hand and finger motions, close and distance vision, minimal noise level and no exposure to weather conditions)

 Prolonged Standing             Frequent Walking or Stooping        Heavy Equipment or Machinery Operation

 Heavy Lifting                      Increased Noise Level                   Exposure to Weather Conditions

 Travel Required                  “On Call” Hours Required              

Other Information: