Customer Service Specialist

1 week ago


Canton, Massachusetts, United States Boston Mutual Life Insurance Company Full time
Job Overview

At Boston Mutual Life Insurance Company, we pride ourselves on our commitment to excellence in customer service. Every employee who engages with our clients and partners embodies the core values of our brand and service philosophy. We are all representatives of our brand, and our actions and words are significant. We share a unified service philosophy and take pride in fulfilling the promises of the BML brand with each interaction.

The following principles illustrate what Boston Mutual stands FOR – they define our uniqueness and superiority in the market:

  • We are FOR being a forward-thinking life insurance provider dedicated to delivering financial security to working individuals and their families.
  • We are FOR offering practical and cost-effective solutions tailored to those we serve.
  • We are FOR simplifying the process of obtaining financial protection through a range of products, starting with life insurance, available through workplace enrollment and billing options.
  • We are FOR delivering a customized experience to our clients and partners.
  • We are FOR prioritizing the best interests of our clients, partners, employees, and the communities we serve, embodying the principles of mutuality in all our endeavors.

Our commitment includes:

  • Exhibiting a genuine desire to assist
  • Listening attentively and responding with empathy
  • Communicating information in a clear and understandable manner
  • Being knowledgeable about our industry
  • Taking full responsibility for resolving inquiries and issues
  • Maintaining professionalism, politeness, and courtesy
  • Ensuring our clients and colleagues leave our interactions in a better position than before

Position Summary

The Customer Service Specialist reports directly to the Supervisor of Customer Care.

Key responsibilities include:

  • Independently managing a variety of customer service inquiries and issues via telephone from policyholders and agents. This involves reviewing and troubleshooting customer concerns, initiating and completing requests, and making decisions for problem resolution, including the authority to waive minor fees (under $25 when justified and documented). Collaboration with other departments may be necessary for issue resolution.
  • Addressing written communications as follow-ups to telephone inquiries, including emails or written requests, involving policy research, payment histories, and disputes. This includes managing changes and payment adjustments.

Additionally, the role includes:

  • Participating in presentations, training sessions, and team meetings, and providing mentorship and support to newer representatives on case and policy inquiries.
  • Performing other duties and projects as required.

Qualifications & Knowledge Requirements

Education: An associate degree or relevant experience in Liberal Arts or Business.

Experience: A minimum of 2 years of experience in customer service is required.

Knowledge Requirements:

  • Exceptional written and verbal communication skills.
  • Strong organizational abilities that demonstrate the capacity to manage and prioritize a high volume of tasks efficiently while maintaining attention to detail and meeting strict deadlines.
  • Excellent interpersonal skills with the ability to build and maintain relationships effectively.
  • Proficient working knowledge of Microsoft Office applications, particularly Word and Excel.
  • Familiarity with insurance concepts is advantageous.

Certifications/Licensures: Not applicable.



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