Senior Account Manager

Job Description:

The Senior Account Manager will provide dedicated customer service as a primary contact for our Field Offices. The focus is to develop, manage and maintain positive relationships with our Financial Professionals and Field Office Staff.  The Senior Account Manager will ensure that New Business processes meet our needs and expectations through effective processing, communication, and collaboration between the Home Office and Case Managers.

Responsibilities

• Point of contact for assigned Field Offices, building relationships and assisting with day-to-day processing.
• Provides up to date training and mentorship for team members on all LNB processes and functions in Field Office and Home Office.
• Establishes and maintains high quality customer relationships – assessing customer needs and responding to them effectively.
• Proficient in Home Office and Field Office systems such as NBA, Insight, Smart Office, RemitPro, Paperclip, SNAP, ACE, etc.
• Work directly with Financial Professionals to expedite case processing.
• Full understanding of Age & Amount requirements and the ability to order medical requirements as necessary.
• Works closely with Field Office Staff, FP's, LNB Relationship Teams, and Underwriters to complete client requests, meeting or exceeding expectations with regard to timeliness and accuracy.
• Develops relationships within the home office in the areas of Underwriting, Customer Service, Sales, Compliance, and others to better understand and manage customer requests.
• Provides up to date information regarding status of contracts, outstanding requirements and guidelines.
• Manages work items for a variety of new business administration tasks over the life cycle of individual life insurance applications; from initial case entry through final disposition and acceptance of delivery receipts.
• Tasks include, but are not limited, to the following: Reviews electronically entered data and submitted images for life applications; identifies and resolves any discrepancies.  Ensures all regulatory policies are enforced, inputs information into system as needed.
• Works closely with the Field Office to ensure that the new business process, including prioritization of work meets the needs of the business, field and our department.
• Pro-actively and regularly communicates with our field partners to identify needs and issues and to discuss ways improving processes by recommending Best Practices.
• Acts as a liaison between the field, underwriter and home office departments in resolving questions and complex issue requests.
• Meets speed of service and quality goals for each task function and contribute to overall team goals.
• Interacts with Field Office and Home Office Leadership to promote consistency and improve business processes.
• Maintains knowledge of all individual life products, illustrations, systems, regulatory issues and department standards and goals.

Skills

• Function in a fast paced and collaborative team environment with high productivity and accuracy expectations.
• Ability to effectively provide on the job training to other team members.
• Adapts to change quickly; remain agile to anticipate roadblocks and navigate through to solution.
• Customer Service Orientation – works with field partners to evaluate their needs to transition new business and provide services that reflect the values of the Penn Mutual Life Insurance Company
• Effective Communication – ability to use the right tools, resources and messaging to build relationships and communicate clear, timely, professional information
• Multi-tasking – ability to handle multiple priorities in the same timeframe
• Strong Attention to Detail
• Strong organizational skills
• Strong technology skills – ability to adapt to changing technology and capable of working with electronic systems which include MS Office, Order Entry, CRM, Document Imaging/Scanning, Email and Websites.
• Demonstrated ability to work as a collaborative team member and achieve positive results/outcomes.
• Ability to make a positive contribution as demonstrated by; making suggestions for improvement and learning new skills, procedures and processes.
• Ability to travel up to 10% of the time.

Education

• Bachelor's Degree required
• LOMA or industry courses or certification preferred

Experience

• 3-5 Years experience in processing or similar position preferred
• Prior experience and/or knowledge of insurance a plus preferred

Salary range: $63,000 - $72,000

For over 175 years, Penn Mutual has empowered individuals, families and businesses on the journey to achie