Service Account Representative at undefined

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.

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.”

The Service Account Representative is responsible for the successful onboarding of new customers and processing monthly remittances using a variety of processes while maintaining the highest levels of service professionalism in all they do.

The Service Account Representative is expected to:

• Reconcile monthly list bills; process premium payments and other financial transactions, such as issuing refunds, reversing premiums, writing off small balances 
• Perform checks and balances by identifying discrepancies to balance the accounts and resolution of problem situations.
• Provide customer service through written and verbal correspondence to internal/external stakeholders; recognize what needs to be done to meet complex stakeholder needs and demonstrate flexibility and responsiveness to meet those requirements.
• Process various mainframe transactions to change or correct policy records.
• Provide coaching and training for new hires and peers; collaborate to solve problems.
• Process returned mail and update addresses in mainframe system.
• Comply with privacy guidelines., company policies, and procedures.
• Perform other duties and/or projects as needed or required.

                                            JOB REQUIREMENTS AND QUALIFICATIONS           

Education: High School Diploma or GED required; Associates Degree preferred.

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.
• Experience using multiple system applications, managing electronic and physical documents, ensuring they are properly recorded in systems and stored appropriately.
• Excellent working knowledge of Microsoft Office Word and Excel.

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:

​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.

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