Service Account Representative

Boston Mutual Life Insurance • Canton, MA • 3h ago

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.

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 Service Account Representative is responsible for the successful onboarding of new customers and processing monthly remittances using a variety of processes while maintaining the highest levels of service professionalism in all they do.

The Service Account Representative is expected to:

Reconcile monthly list bills; process premium payments and other financial transactions, such as issuing refunds, reversing premiums, writing off small balances

Perform checks and balances by identifying discrepancies to balance the accounts and resolution of problem situations.

Provide customer service through written and verbal correspondence to internal/external stakeholders; recognize what needs to be done to meet complex stakeholder needs and demonstrate flexibility and responsiveness to meet those requirements.

Process various mainframe transactions to change or correct policy records.

Provide coaching and training for new hires and peers; collaborate to solve problems.

Process returned mail and update addresses in mainframe system.

Comply with privacy guidelines., company policies, and procedures.

Perform other duties and/or projects as needed or required.

JOB REQUIREMENTS AND QUALIFICATIONS

Education: High School Diploma or GED required; Associates Degree preferred.

Experience: Minimum of 2 years of equivalent business experience required. Insurance experience and/or knowledge preferred. 1+ years of experience in Customer Service preferred.

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.

Experience using multiple system applications, managing electronic and physical documents, ensuring they are properly recorded in systems and stored appropriately.

Excellent working knowledge of Microsoft Office Word and Excel.

Certifications/Licensures: N/A

ADDITIONAL INFORMATION

Regular Working Conditions (Desk job with occasional walking, use of computer with hand and finger motions, close and distance vision, minimal noise level and no exposure to weather conditions)

Prolonged Standing Frequent Walking or Stooping Heavy Equipment or Machinery Operation

Heavy Lifting Increased Noise Level Exposure to Weather Conditions Travel Required "On Call" Hours Required

Other Information:

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