Multilife Inforce Policy Administration Specialist

Job Description:

Position Summary

As a key team member of the Multilife business line, the Multilife Inforce Policy Administration Specialist plays a key role in supporting Financial Professionals and account holders by processing a wide range of inforce non-financial transactions, including beneficiary changes, reinstatements, ownership changes, and other non-financial transactions.

The Multilife business encompasses both corporate-owned (COLI) and corporate-sponsored, individually-owned (CSIO) coverages. A comprehensive understanding of the distinctions between these coverages is critical to ensure accurate and efficient transaction processing.

The ideal candidate possesses proven experience in inforce policy administration within the Multilife (Executive Benefits) space. They excel in empathy, demonstrate a commitment to delivering outstanding customer experiences, and have a passion for creating best-in-class service in a dynamic environment.

In addition to processing transactions, this role will actively contribute to the development of processes, standard operating procedures (SOPs), and workflows to streamline operations and enhance efficiency. Operating with limited supervision, the Specialist will take ownership of responsibilities while also serving as a mentor or coach to colleagues, fostering collaboration and growth within the department. By shaping processes and driving excellence, the Specialist will play a key role in building a high-performing, client-focused team.
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

• Process Complex Service Requests: Efficiently handle and process complex service requests within established service level agreements, ensuring timely and accurate responses.
• Utilize Workflow and Processing Systems: Leverage workflow, imaging, and processing systems to manage intricate non-financial transaction requests, streamlining operational efficiency.
• Ensure Compliance and Accuracy: Apply expertise in established procedures and regulatory rules to assess whether requests are in good order, ensuring compliance and minimizing errors.
• Communicate with Stakeholders: Proactively contact Financial Professionals or clients for additional documentation or information when necessary to complete requests effectively.
• Problem-Solve and Escalate Issues: Use knowledge of complex transactions to troubleshoot unusual situations, addressing challenges promptly and escalating concerns to appropriate channels when needed.
• Maintain Quality Standards: Process complex transactions with meticulous attention to detail, documenting records accurately and consistently to uphold high-quality standards.
• Coordinate with Illustration Specialist: Collaborate and coordinate with the Illustration Specialist for Inforce illustration inquiries, ensuring accurate and timely responses to client needs.
• Manage Inbound Client Calls: Handle inbound calls from Financial Professionals and clients, addressing critical servicing needs and providing clear, effective communication.
• Assist Other Inforce Teams: Provide support to other Inforce teams in meeting their goals during downtime, promoting teamwork and operational efficiency.
• Drive Process Improvement: Recommend and facilitate process enhancements that continuously improve the overall customer experience, fostering efficiency and satisfaction.
• Collaborate with Leadership: Work closely with the leadership team to develop and refine business processes and service standards that align with organizational goals.

Skills and Abilities

• Professionalism and Positivity: Demonstrates a customer-first attitude, consistently maintaining professionalism and a positive demeanor.
• Clear Communication: Effectively conveys complex information to clients and advisers, both verbally and in writing.
• Cross-Functional Collaboration: Works seamlessly across teams and departments to meet business needs.
• Execution and Urgency: Completes tasks with efficiency and professionalism, even under tight deadlines.
• Adaptability: Quickly learns and adjusts to evolving technologies and processes in a fast-paced environment.
• Analytical and Organizational Skills: Exhibits strong attention to detail with excellent analytical abilities and organizational skills.
• Technical Proficiency: Demonstrates solid math skills and proficiency in MS Excel (beginner to intermediate).
• Multitasking and Flexibility: Manages multiple tasks effectively while adapting to a dynamic work environment.
• Resilience Under Pressure: Thrives in high-pressure situations, consistently meeting deadlines.
• Mentorship: Shares knowledge with team members, providing guidance and fostering growth.
• Continuous Improvement: Contributes positively by learning new skills and offering suggestions for process improvements.
• Team Collaboration: Works well within a team, promoting a collaborative and supportive environment.
• Professionalism and Positivity: Demonstrates a customer-first attitude, consistently maintaining professionalism and a positive demeanor.

Education

• H.S. Diploma or Equivalent Required
• Bachelor's Degree Preferred

Experience

• 3-5 years Multilife (Executive Benefits) experience preferred or
• 7-10 years related work experience in the life insurance industry required

Base Salary Range - $60,000 - $81,000

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For over 175 years, Penn Mutual has empowered individuals, families and businesses on the journey to achieve their financial goals. Through our partnership with Financial Professionals across the U.S., we help instill the confidence and reliability that comes from a stronger financial future. Penn Mutual and its affiliates offer a comprehensive suite of competitive products and services to meet the unique needs of Financial Professionals and their clients, including life insurance, annuities, wealth management and institutional asset management. To learn more, including current financial strength ratings, visit www.pennmutual.com.

Penn Mutual is committed to Equal Employment Opportunity (EEO). We provide employment and advancement opportunities to all qualified applicants and associates, according to applicable laws. This is reflected in our practices for hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, compensation, selection or training, and all other terms and conditions of employment. All employment-related decisions and practices are free from unlawful discrimination. This includes: race, creed, color, national origin, ancestry, citizenship age, gender (including pregnancy), sexual orientation, gender identity or expression, domestic partnership or civil union status, marital status, genetic information, disability, religious observance or practice, liability, veteran status or any other classification protected under applicable law.