Penn Mutual · 2 hours ago
Service Professional
United States
Full-time
Remote
Entry Level
$48K/yr - $52K/yr
1+ years expPenn Mutual is a company that has been empowering individuals and businesses for over 175 years. They are seeking a Service Professional who will provide top-tier service to clients by managing inbound calls, resolving inquiries, and fostering meaningful relationships with policyholders and financial professionals.
Financial ServicesInsurance
Responsibilities
Compassionate problem solver for our clients and policy beneficiaries
Empathetically listen to clients’ concerns, provide emotional support during challenging situations, and offer solutions that meet their current and future needs
Serve as a dedicated advocate for policyholders, understanding their unique needs and advocating on their behalf within the organization to ensure their concerns are addressed promptly and efficiently
Demonstrate a commitment to continuous improvement by actively seeking feedback, participating in training programs, and implementing best practices in Customer Success
Develop in-depth knowledge of life and annuity products
Manage a wide range of inbound client inquiries with professionalism and accuracy
Investigate and follow up on basic or routine questions/issues to resolve concerns in an accurate and timely manner
Accept ownership of the interaction and provide a high caliber of service and follow-through
Interpret each request and navigate multiple administration systems as well as our workflow and imaging tools to gain and document needed information
Process routine financial and non-financial transactions and document records with consistent quality, attention to detail, and according to department policies and procedures
Recommend and facilitate process changes to continuously improve customer experience
Meet or exceed individual and team performance goals and service metrics
Escalate more complex issues as appropriate
Responsible for adherence to the company’s framework of internal controls
Work collaboratively and may participate on project teams as needed
Ability to work a shift currently between the hours of 8am ET and 6pm ET, Monday through Friday
Complies with all company and site policies and procedures
Remains current in profession and industry trends
Successfully completes regulatory and job training requirements
Performs other duties as assigned
Qualification
Required
Compassionate problem solver for our clients and policy beneficiaries
Empathetically listen to clients' concerns, provide emotional support during challenging situations, and offer solutions that meet their current and future needs
Serve as a dedicated advocate for policyholders, understanding their unique needs and advocating on their behalf within the organization to ensure their concerns are addressed promptly and efficiently
Demonstrate a commitment to continuous improvement by actively seeking feedback, participating in training programs, and implementing best practices in Customer Success
Develop in-depth knowledge of life and annuity products
Manage a wide range of inbound client inquiries with professionalism and accuracy
Investigate and follow up on basic or routine questions/issues to resolve concerns in an accurate and timely manner
Accept ownership of the interaction and provide a high caliber of service and follow-through
Interpret each request and navigate multiple administration systems as well as our workflow and imaging tools to gain and document needed information
Process routine financial and non-financial transactions and document records with consistent quality, attention to detail, and according to department policies and procedures
Recommend and facilitate process changes to continuously improve customer experience
Meet or exceed individual and team performance goals and service metrics
Escalate more complex issues as appropriate
Responsible for adherence to the company's framework of internal controls
Work collaboratively and may participate on project teams as needed
Ability to work a shift currently between the hours of 8am ET and 6pm ET, Monday through Friday
Complies with all company and site policies and procedures
Remains current in profession and industry trends
Successfully completes regulatory and job training requirements
Performs other duties as assigned
A customer service attitude that demonstrates professionalism, confidence as well as a friendly, supportive tone over the phone
Ability to comprehend and articulate complex life insurance and/or annuity product information and business processes
Execute requests with urgency, thoroughness, and professionalism
Ability to navigate multiple systems and resources
Excellent analytical and organizational skills with attention to detail
Excellent communication skills, both verbal and written, required
Willingness and proven ability to work on multiple tasks and adapt to a changing work environment
Excellent problem-solving skills – the ability to see beyond the request by the caller to determine what may be intended
Willingness and ability to work under pressure and meet deadlines
Ability to make a positive contribution as demonstrated by learning new skills and making suggestions for process/procedure improvement
Ability to work with others in a collaborative team environment
Some roles may be specified to require proficiency in Spanish
H.S. Diploma or Equivalent required
1-3 years of direct or related customer service experience with life insurance, annuities, or financial services required
Experience with life insurance/annuity products required
Experience with providing customer service in a contact center required
Solid working knowledge Microsoft Office products such as Excel, Word, and Outlook required
Preferred
Bachelor's Degree or higher preferred
Industry certifications such as LOMA or Series 6 preferred
Experience with Five9s systems preferred
Company
Penn Mutual
Penn Mutual helps individuals and families do more in life by creating solutions that deliver the complete value of life insurance.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
David O'Malley
President and CEO
Marianne Cumming
Vice President, Chief Medical Director
Recent News
2025-11-03
2025-09-15
Company data provided by crunchbase