Customer Experience Lead

2 weeks ago

Canton, United States Boston Mutual Life Insurance Company Full time $28 - $35
Job DescriptionJob DescriptionAll 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 to understand 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 Lead –Reporting and Controls is a knowledgeable and experienced individual who is responsible for coordinating, delegating and quality reviewing the work of assigned team members. The Lead will assign tasks and set deadlines, provide guidance and coaching, help in resolving issues that arise, and assist in training with the overall goal of ensuring that work performed is within the established KPIs. The Lead will provide continual feedback to the Manager Reconciliation, Reporting and Controls regarding overall team performance, training and development needs of the staff, including potential individual employee performance concerns. The Lead is responsible for ensuring controls and reports are delivered and reviewed by appropriate stakeholders within established deadlines. The Lead is also responsible for assisting team members with challenging reporting needs and situations and perform quality review as needed. The Lead may also do the work of a Reporting and Controls Team member while performing these duties.

Reconciliation Oversight:

  • Oversee the reconciliation of insurance accounts, including premiums, claims, and commissions.
  • Ensure all reconciliations are completed accurately and in a timely manner.
  • Review and approve complex reconciliation statements and reports.

Financial Reporting:

  • Prepare and present financial reports related to insurance operations, including monthly, quarterly, and annual statements.
  • Ensure compliance with all relevant accounting standards and regulatory requirements.
  • Coordinate with external auditors during financial audits, providing necessary documentation and explanations.

Compliance and Quality Assurance:

  • Develop and implement quality control measures to ensure the accuracy and completeness of financial reports.
  • Conduct regular audits of financial records and reconciliation processes, providing reports on findings and corrective actions.
  • Ensure compliance with all relevant laws, regulations, and company policies.

Data Analysis and Reporting:

  • Analyze financial data to identify trends and make data-driven recommendations for improvements.
  • Prepare and present detailed analysis reports to senior management on reconciliation and financial performance.

Other Duties:

  • Create an inspiring team environment with an open communication culture.
  • Provide day-to-day operational guidance and support to team to ensure a high level of performance.
  • Listen to team member feedback and resolve issues and conflicts that arise.
  • Delegate tasks and set deadlines.
  • Establish and monitor team goals and quality metrics.
  • Perform quality reviews to ensure standards are met.
  • Collaborate with other teams to share best practices and achieve established goals.
  • Recommend, develop and implement policies and procedures which will enhance performance.
  • Discover specific areas of training and provide ongoing support and coaching.
  • Monitor and report team performance.
  • Other duties as required.
Qualifications:

Education: High School Diploma required; Bachelor’s degree preferred.

Experience: Solid understanding of the policy issue process required. Minimum of 3 years of experience in premium billing or insurance operations. At least 1 year in a supervisory or lead role

Knowledge Requirements:

  • Excellent written/verbal communication and leadership skills.
  • Solid understanding of performance metrics.
  • In-depth organizational skills that reflect ability to prioritize work effectively.
  • Excellent interpersonal skills and the ability to effectively build and motivate teams.
  • Strong decision-making skills.
  • Organizational and time-management skills.
  • Shows initiative and the ability to implement changes that will improve performance.
  • Strong computer skills using MS Office.
  • Insurance knowledge is a plus.

Hybrid Work Model

At our Canton location, employees will be on site Monday - Thursday starting 5/1/23. At our Omaha location, employees will be on site 2 days per week.

Boston Mutual is an equal opportunity employer. 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.

#LI-Hybrid

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