Issue Representative

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”

The Issue Representative is responsible for setting up, data entering new applications, issuing, resolving agent concerns, responding to status emails, calls, quality reviewing applications and policies, while demonstrating the highest levels of service and professionalism in all they do.

The Issue Representative is expected to: 

• Oversee all newly submitted applications by collecting relevant information and verifying accuracy with all necessary forms.
• Data enter of new General Agencies’ application submissions into the Tracker database.
• Export MIB, EFT and IDV/OFAC batch.
• Validate agent and hierarchy licensing state and company appointments using electronic system.
• Issue General Agency policies and process duplicate policy requests.
• Calculate premiums and check for accuracy and discrepancies.
• Assist agents with product quotes and illustrations. 
• Follow up discrepancies with agent/broker.
• Handle complex policies, ALIS changes and transactions.  
• Quality review applications and issued policies for accuracy and potential errors.
• Handle written and verbal communication with General Agency Producer, Policyholders and Home Office departments.
• Resolve agent concerns and answer inquiries.
• Responsible for incoming fax, mail and emails.  
• Look for opportunities for improving workflow.
• Participation in team meeting, team goal setting, and team decisions.
• Must comply with privacy guidelines; will protect the privacy of customer information.
• Assist with policy assembly, checking, and mailing. 
• Train and mentor new employees.
• Assist with updates to training manuals.
• Other duties and special projects as required.

Qualifications

Education:  High School Diploma required.  Some college preferred.

Experience:  Minimum of 2 years of business experience required.

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. 
• Strong ability to pay attention to detail 
• Excellent interpersonal skills and the ability to effectively build and extend relationships. 
• Shows initiative with a “can do attitude” and the ability to implement changes that will improve workflow.
• Strong computer skills using MS Office.
• Works well in a team environment and independently. 
• Insurance knowledge is a plus. 

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