Supervise a team of associates within the Life and / or Annuity Services Department who deliver timely and accurate information and customer service through inbound phone calls and post issue processing.

We’ve embraced a flexible, hybrid approach to work. Based on your role and personal preference, we empower you to choose where you work best.

This model allows you to balance your life and bring your whole self to work.

Responsibilities

• Actively monitor inbound (both direct and 800 line) calls and processing to ensure service level agreements and regulatory requirements are met
• Promote a culture where associates take responsibility and are accountable for their performance by setting clear expectations;

giving associates the tools they need to do their job and holding them accountable for results

• Perform quality review of tasks performed, provide feedback to staff, and provide hands on support when necessary
• Create metrics for reporting and process tracking
• Work with leadership to develop business processes and service standards
• Investigate and follow up on the most complex or critical questions / issues to resolve concerns in an accurate and timely manner
• Responsible for fixed annuity suitability oversight (annuity new business only)
• May handle in-bound calls from our advisers and end clients and answer questions regarding their life or annuity product and / or servicing needs when volume dictates
• Remains current in profession and industry trends
• Comply with all company and site policies and procedures
• Responsible for adherence to the company’s framework of internal controls, operational plan and budget
• Work collaboratively and may participate on project teams
• Identify, recommend and facilitate ongoing process improvements
• Ability to work between the hours of 8 : 30am and 6pm (hours may vary)

Required Skills

• Strong analytical, problem solving and critical thinking skills
• Must be detail-oriented and be able to handle multiple tasks / projects as well as exercise initiative and follow-through to meet deadlines
• Excellent written and verbal communication skills
• Ability to establish and sustain positive relationships
• Client service orientation
• Create an environment that encourages two-way communication and in which associates feel it is safe to speak up

Required Experience

Education

• H.S. Diploma or Equivalent Required and
• Bachelor's Degree strongly Preferred and
• FINRA series 6 Preferred and
• FLMI or other related designation Preferred

Experience

• Typically a minimum of 3 years required with 1-3 years of supervisory experience Preferred and
• Experience with variable and fixed Life annuity products, processes and transactions Required and
• Financial services industry experience with life and annuities Preferred

Penn Mutual helps people become stronger. Our expertly crafted life insurance is vital to long-term financial health and strengthens people’s ability to enjoy every day.

Working with our trusted network of financial professionals, we take the long view, building customized solutions for individuals, their families, and their businesses.

We support our financial professionals with retirement and investment services through our wholly owned subsidiary, Hornor, Townsend & Kent, LLC, member FINRA / SIPC.

Base Salary Range : $71,500 - $104,500

• Strong analytical, problem solving and critical thinking skills
• Must be detail-oriented and be able to handle multiple tasks / projects as well as exercise initiative and follow-through to meet deadlines
• Excellent written and verbal communication skills
• Ability to establish and sustain positive relationships
• Client service orientation
• Create an environment that encourages two-way communication and in which associates feel it is safe to speak up

Last updated : 2024-04-28