What are the responsibilities and job description for the Account Administrator position at Boston Mutual?
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 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.
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 Account Administrator reports directly to the Supervisor. The Account Administrator 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 Account Administrator is expected to :
Handle daily written and verbal communication with policyholders, insureds, brokers, sales representatives and other departments within the Company.
Be Responsible for daily phone queue calls.
Send appropriate bills and census reports electronically or in Excel format as requested.
Process various GroupComm mainframe transactions to add, change or correct certificate records; additionally process specialized online portal transactions.
Supports coaching and training for new hires and peers.
Be Knowledgeable of all major functions within the department which include : Online Administration Portal, renewal rate changes, EDI file processing, group terminations, conversions and portability processes.
Research, review and input simple and complex billing changes in Group Comm.
Provide strong customer service support to all telephone and written inquiries; providing accurate and courteous responses in line with our ‘Family Matters’ brand.
Interpret and administer contract provisions i.e. age reductions, evidence of insurability requirements, benefit eligibility periods, maximum benefits, rating, etc.
Provide specialized communication with employers that deliver a solid level of understanding of group products.
Assist team in multiple areas in order to achieve and maintain department standards.
Comply with privacy guidelines; will protect the privacy of customer information.
Performs other duties and / or projects as needed or required.
Education : High school diploma required. Bachelors preferred.
Experience : Minimum of 2 years of equivalent business experience required. Insurance experience and / or knowledge 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.
Excellent working knowledge of Microsoft Office Word and Excel.
Experience using multiple system applications, managing electronic and physical documents, ensuring they are properly recorded in systems and stored appropriately.
Certifications / Licensures : N / A
