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.

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.”

The Telephone Representative is responsible for providing exceptional customer service to all while maintaining the highest levels of service professionalism in all they do.

The Telephone Representative is expected to:

• Handle telephone and written communications with customers, agents and government agencies
• Assess situations, apply sound judgment and work within established policies and procedures to efficiently resolve customers' needs and issues with various inquiries, complaints, and payment histories.
• Accurately complete account transactions, maintenance and service requests through ALIS
• Take part in training and other learning opportunities to expand knowledge of company and position.
• Participation in team meetings, team goal setting and team decisions. Act as an active member of the team to achieve and maintain department standards.
• Comply with privacy guidelines.
• Perform other duties and/or projects as needed or required.

Education: High School Diploma required; 2 years of college preferred.

Experience: Minimum of 2 years of customer service experience required.

Knowledge Requirements:

• Excellent written/verbal communication skills and phone etiquette
• 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.
• Strong computer skills using MS Office.
• Ability to speak Spanish is preferred but not required.
• Insurance knowledge is a plus.

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, and any offer extended will be contingent upon appropriate results of a drug test.

Hybrid Work Model

At our Omaha location, employees will be working either Mondays & Tuesdays on site or Wednesdays & Thursdays on site due to limited space at this time.

At our Canton location, employees will be on site Monday - Thursday starting 5/1/23.