Penn Mutual · 2 hours ago
Multilife Inforce Relationship Manager
Remote - United States
Full-time
Remote
Mid, Senior Level
$107K/yr - $157K/yr
2+ years exp
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Responsibilities
Lead and develop a team of specialists, a crucial part of our company's operations.
Provide training, manage performance, and ensure adherence to service standards.
Set clear goals and monitor performance against key metrics such as accuracy, timeliness, and client satisfaction.
Actively manage performance, offering meaningful feedback and support for development.
Monitor calls and service requests, providing customer experience feedback and coaching associates.
Foster open communication, encouraging team members to share feedback and ideas.
Serve as the primary contact for illustration-related inquiries from Financial Professionals, clients, and internal teams, while collaborating with underwriting, actuarial, and product teams to ensure illustrations are accurate and comply with business rules.
Collaborate with Underwriting, Distribution, Financial Professionals, New Business, and other key departments to ensure alignment and smooth process execution.
Serve as the primary point of contact for resolving complex servicing inquiries and issues from clients and Financial Professionals.
Provide training and support to staff, Financial Professionals and, clients on servicing processes.
Oversee regular audits of inforce processes to identify potential discrepancies or areas for improvement.
Ensure compliance with company policies and industry standards.
Implement best practices and system enhancements to streamline operations, reduce errors, and improve efficiency.
Continuously evaluate and refine workflows for greater accuracy and effectiveness.
Generate and analyze reports to track transaction trends, suspense management, and outstanding work volumes.
Present findings to senior management and recommend actionable improvements.
Play a key role in implementing tools and processes that support the Multilife business and enhance the customer experience.
Ensure seamless integration between billing, accounting, administrative systems, and customer portals while aiming to reduce costs and improve quality.
Qualification
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Required
Strong verbal and written communication skills.
Excellent negotiation and collaboration abilities.
Proven experience in driving positive organizational change.
Ability to effectively partner across departments and levels, building and maintaining strong relationships.
Demonstrates ownership of all interactions, providing high-caliber service excellence and consistent follow-through.
Results-driven with a demonstrated track record of achieving objectives.
Actively listens and encourages suggestions, improvements, concerns, and innovations from team members.
Creates an environment that fosters two-way communication, ensuring associates feel safe to voice their thoughts.
Leads change with transparency, continually assessing its impact on the organization and individuals.
Provides cost-effective and customer-focused solutions.
Quickly and systematically analyzes situations to identify root causes and resolve issues efficiently.
Supports the continued growth and development of team members, benefiting both individuals and the organization’s long-term success.
Values others' knowledge and abilities, promoting personal and professional learning.
Call Center and/or Operational experience
Experience within Insurance industry with at least 2 years leadership experience
Preferred
Knowledge of Penn Mutual products, processes, and transactions
College degree strongly 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.
1,001-5,000 employees
Funding
Current Stage
Late StageLeadership Team
Eileen McDonnell
Chairman & Chief Executive Officer
David O'Malley
President and Chief Operating Officer
Recent News
2024-05-08
MarketWatch
2024-04-07
Company data provided by crunchbase
