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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”
Statement of Position
The Service Representative Floating Team reports directly to the team Supervisor. The Service Representative is responsible for supporting the overall Cx team during peak processing times; while demonstrating the highest levels of service professionalism in all they do. This role is key to ensuring day to day activities and functions are effectively being handled and high level of service is being provided to our customers.
As Service Account Representative, responsibilities include:
• Handle a variety of inquiries and problems from internal teammates and external partners (policy owners and agents)
• Reviews, researches and troubleshoots problems and initiates and/or completes action for requests.
• Partners with other areas for resolution to problems.
• Provide back-up support on all functions within the area; supporting work completion based on volume peaks or staffing challenges
• Participates in project work for the department as a subject matter expert (SME)
• Participates in presentations, training, and team meetings.
• Is available to the team for mentoring/training and assistance on cases and research
• Assists the supervisor with the department’s quality reviews, work monitoring and delegation.
• Develops, maintains and distributes weekly and monthly reporting
• Participate in team meetings, goal setting and team decisions.
• Other duties as required.
Qualifications & Knowledge Requirements
Education: College degree or related experience (Liberal Arts or Business); as well as at least 5 years of Customer Service experience
Experience: PC skills, (Microsoft Office – Word, Outlook, Excel, Access, etc.), strong communication skills, problem solver, phone etiquette
Knowledge Requirements:
Certifications/Licensures: N/A
Additional Information
Regular Working Conditions (Desk job with occasional walking, use of a computer with hand and finger motions, close and distance vision, minimal noise level and no exposure to weather conditions)
Other Information:
