Hybrid Bilingual Telephone Representative 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 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.
• 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”

Summary of Position

The Telephone Representative reports directly to the Supervisor Customer Care. 

Bilingual Telephone Representative responsibilities include:

• 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. This includes decision-making and problem resolution and may include waiving small amounts (under $25 if warranted and documented). Also interacts with other areas for resolution to 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.  Is available for mentoring and assistance on cases and policy questions for newer reps
• Performs other duties and/or projects as needed or required.

JOB REQUIREMENTS AND QUALIFICATIONS 

Education:  Associates degree or related experience (Liberal Arts or Business)

Experience:  Minimum of 2 years of customer service experience required.

Knowledge Requirements:

• Excellent Bilingual (English/Spanish) 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.
• 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: