What are the responsibilities and job description for the Policy/Contract Administration Specialist position at Penn Mutual Life Insurance?
The Policy/Contract Administration Specialist delivers complex policy administration support, which promotes a positive client/adviser experience. This position works under limited supervision and may act as a coach to others in the department.
Responsibilities
- Processes complex client/adviser service requests within the established service level agreements
- Using our workflow, imaging, and processing systems; handles complex in-bound requests for financial and non-financial transactions
- Applies expertise, established procedures and regulatory rules to determine if requests are in 'good order'
- Contacts our financial professionals or clients for additional requirements when necessary
- Uses knowledge of complex transactions to problem-solve and address unusual situations and escalates concerns when necessary
- Processes complex transactions and documents records with a consistent and high caliber of quality and attention to detail
- Handles complex and/or critical in-bound calls from our financial professionals and end clients and answers questions regarding their life or annuity product and/or servicing needs
- Complies with all company and site policies and procedures
- Remains current in profession and industry trends
- Successfully completes regulatory and job training requirements
- Performs other duties as assigned
- Recommends and facilitates process changes to continuously improve the customer experience
- Works with leadership team to develop business processes and service standards
- Evaluates and refines performance measures as they align to industry standards and a changing market
- Assists the call center with answering 800 line calls when volume dictates
- A customer service attitude that translates professionalism and positivity
- Ability to comprehend and articulate complex information to clients/advisers
- Ability to work cross-functionally as the business dictates
- Executes with urgency and professionalism
- Ability to learn and adapt in ever changing and upgrading technology
- Solid math skills
- Ability to make a positive contribution as demonstrated by learning new skills and making suggestions for process/procedure improvement
- Ability to work with others in a collaborative team environment
- Strong MS Excel skills (beginner/intermediate)
- Excellent analytical and organizational skills with attention to details
- Excellent communication skills, both verbal and written, required
- Willingness and proven ability to work on multiple tasks and adapt to a changing work environment
- Willingness and ability to work under pressure and meet deadlines
- Proven ability to share knowledge and mentor others
- Minimum of 5 years of related work experience in the insurance industry preferred
Education/Licenses/Professional Designations
- High School diploma required
- College degree strongly preferred
Penn Mutual helps people become stronger. Our expertly crafted life insurance is vital to long-term financial health and strengthens people's ability to enjoy every day. Working with our trusted network of financial professionals, we take the long view, building customized solutions for individuals, their families, and their businesses. We support our financial professionals with retirement and investment services through our wholly owned subsidiary, Hornor, Townsend & Kent, LLC, member FINRA/SIPC.
Salary Range - $46,500 - $68,000
Salary : $46,500 - $68,000