Manager - Premium Services at Boston Mutual Life Insurance Company

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 Manager – Premium Services is a knowledgeable and experienced individual who is responsible for managing the Premium Services Team. The Manager will assign tasks and set deadlines, provide guidance and coaching, help in resolving issues that arise, and assist in training with the overall goal of ensuring that work performed is within the established KPIs. The Manager will provide continual feedback to the Director Premium Services regarding overall team performance, training and development needs of the staff, including potential individual employee performance concerns. The Manager of Premium Services is responsible for assisting in customer escalations. The Manager also monitors the teams performance in ensuring established performance standards are met.

Operational Management:

• Oversee the daily operations of premium services, including billing, collections, and account management.
• Implement process improvements to enhance efficiency and accuracy.

Customer Service:

• Ensure excellent customer service standards are met.
• Handle escalated customer inquiries and disputes promptly and effectively.

Compliance and Risk Management:

• Ensure all activities comply with regulatory requirements and company policies.
• Identify and mitigate risks associated with premium services.

Reporting and Analysis:

• Prepare and analyze reports on premium collections, outstanding accounts, and other key metrics.
• Provide insights and recommendations to senior management.

Collaboration:

• Work closely with other departments, such as underwriting, claims, and finance, to ensure seamless operations.
• Participate in cross-functional projects to support business objectives.

Team Leadership:

• Conduct performance reviews, quality assessments, and individual coaching meetings to support team member growth and development.
• Create an inspiring team environment with an open communication culture.
• Provide day-to-day operational guidance and support to team to ensure a high level of performance.
• Listen to team member feedback and resolve issues and conflicts that arise.
• Delegate tasks and set deadlines.
• Establish and monitor team goals and quality metrics.
• Perform quality reviews to ensure standards are met.
• Collaborate with other teams to share best practices and achieve established goals.
• Recommend, develop and implement policies and procedures which will enhance performance.
• Discover specific areas of training and provide ongoing support and coaching.
• Monitor and report team performance.
• Other duties as required.

JOB REQUIREMENTS AND QUALIFICATIONS 

Education:  Bachelor’s Degree preferred or equivalent work experience in a professional business environment.

Experience:  Minimum 5 years of business experience required; supervisory/management experience preferred.

Knowledge Requirements: 

• Excellent written/verbal communication and leadership skills.
• Solid understanding of performance metrics.
• In-depth organizational skills that reflect ability to prioritize work effectively.
• Excellent interpersonal skills and the ability to effectively build and motivate teams.
• Strong decision-making skills.
• Organizational and time-management skills.
• Shows initiative and the ability to implement changes that will improve performance.
• 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:

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.

#LI-Hybrid