Foam Press Machine Operator

The STAR Support Specialist will be responsible for providing timely and accurate information when servicing our Star Financial Professionals. They must resolve any issues to ensure customers and Financial Professionals are satisfied with our services and experience. This role requires an excellent communicator with a proactive attitude to think ahead to help support our Star Financial Professionals.

We’ve embraced a flexible, hybrid approach to work. Based on your role and personal preference, we empower you to choose where you work best. This model allows you to balance your life and bring your whole self to work.

Responsibilities

• Create and foster a boutique concierge service with assigned sales distribution region
• Build rapport and provide timely responses to inquiries from our internal and external customers
• Demonstrates an understanding of all facets of the Life & Annuity products sold to be able to handle simple to more complex in-bound calls, requests and inquiries from assigned sales distribution region and clients
• Proactively owns the customer experience by establishing trust and building relationships with financial professionals and customers to provide high caliber service and follow-through
• Responds effectively and appropriately to sensitive events and/or situations as needed, including customer complaint handling and escalation. Demonstrating the ability to thoroughly explain complex situations and effectively deescalate challenging scenarios.
• Proactively provides solutions, recommendations and product information with a sense of urgency, positivity and empathy
• Work with internal departments and Senior Leadership to ensure company meets clients’ expectations
• Communicate professionally both internally and externally through various channels, such as direct calls, phone queues, and emails
• Educate and inform clients about the company processes, service and products
• Processes some routine and some more complex transactions and documents records with consistent quality, attention to detail, and according to department policies and procedures
• Interprets each request and navigates multiple administration systems as well as our workflow and imaging tools to gain and document needed information
• Seeks out opportunities to leverage best practices to meet requirements
• Recommends process changes to continuously improve the client experience
• Adheres to Service Level of Agreements (SLAs) and individual/team metrics
• Complies with all company and site policies and procedures
• Remains current in profession and industry trends
• Successfully completes regulatory and job training requirements
• Ability to work core business hours between 7:00 am and 6:00 pm EST(hours may vary)

Required Skills

Skills and Abilities

• Deep understanding of life insurance and a high level understanding of annuity products
• Understanding of New Business process
• A customer service attitude that translates professionalism, confidence as well as a ‘smile’ over the phone
• Excellent problem-solving skills – the ability to see beyond the obvious into what may be intended
• Ability to foster and maintain strong relationships with assigned sales region and clients
• Proactive approach to managing client needs
• Ability to comprehend and articulate complex information
• Ability to learn and adapt in ever changing and upgrading technology
• Executes with urgency and professionalism
• Excellent analytical and organizational skills with attention to detail
• Possesses a great sense of self-awareness
• Excellent communication skills, both verbal and written, required
• Willingness and proven ability to work on multiple tasks and adapt to a changing work environment
• Strong technical skills with the ability to navigate within multiple systems
• Willingness and ability to work under pressure and meet deadlines
• 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, while maintaining a self-driven mentality

Required Experience

Education

• Bachelor's Degree Preferred

Experience

• 3-5 Years experience in financial services industry Required
• Individual Life insurance experience Preferred

Licenses and Certifications

• ALMI & FLMI designations Preferred or
• FINRA Series 6, 7 or 26 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 - $66,500 - $75,000

Qualifications:
Skills and Abilities

• Deep understanding of life insurance and a high level understanding of annuity products
• Understanding of New Business process
• A customer service attitude that translates professionalism, confidence as well as a ‘smile’ over the phone
• Excellent problem-solving skills – the ability to see beyond the obvious into what may be intended
• Ability to foster and maintain strong relationships with assigned sales region and clients
• Proactive approach to managing client needs
• Ability to comprehend and articulate complex information
• Ability to learn and adapt in ever changing and upgrading technology
• Executes with urgency and professionalism
• Excellent analytical and organizational skills with attention to detail
• Possesses a great sense of self-awareness
• Excellent communication skills, both verbal and written, required
• Willingness and proven ability to work on multiple tasks and adapt to a changing work environment
• Strong technical skills with the ability to navigate within multiple systems
• Willingness and ability to work under pressure and meet deadlines
• 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, while maintaining a self-driven mentality