Worksite Billing Support 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 Worksite Billing Support Representative is responsible for the successful processing of administrative transaction requests using a number of processes and systems while maintaining the highest levels of service professionalism in all they do.

The Worksite Billing Support Representative is expected to:

• Sort letters and distribute to representatives
• Assign email service tickets to appropriate representatives
• Transfer phone service tickets to appropriate representatives
• Respond to level 1 email requests
• Resolve email service tickets that do not require a response
• Administer clearing of reconciled items in operating account
• Move 'in-process' files to 'complete'
• Process the assignment/reassignment of cases to representatives and publish to intranet
• Split Electronic Payment Processing reports
• Send appropriate bills, letters and policy documentation electronically or in Excel format as requested.
• Process various admin system transactions to add, change or correct policy records; additionally process online portal transactions.
• Be Knowledgeable of all major functions within the department including, but not limited to: Online Portal, electronic file processing, terminations, and conservation processes.
• Provide strong customer service support to all telephone and written inquiries, providing accurate and courteous responses in line with our ‘Family Matters’ brand.
• Comply with privacy guidelines; will protect the privacy of customer information.
• Performs other duties and/or projects as needed or required.
  
  

Qualifications

Education: High School Diploma required.

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.
• 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.
• Good math skills.
• Team player and ability to work independently.
• Insurance knowledge is a plus.
  
  

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.