BML Connect - Policyholder Services Represent at Boston Mutual Life Insurance Company – Canton, Massachusetts

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.

The following statements represent what Boston Mutual stands “FOR” – it is what makes us different and better in the market we serve.

We are FOR being a progressive life insurance company offering financial peace of mind to working Americans and their families.

We are FOR providing practical and affordable products designed for those we serve.

We are FOR making it easy to secure a level of financial protection with a portfolio of products – beginning with life insurance.

We are FOR providing a personalized customer experience to our policyholders and producers.

We are FOR acting in the best interests of our policyholders, producers, employees and the communities in which we live and serve – representing the goodness of mutuality in all we do.

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 Policyholder Services Representative serves as the primary point of contact for customers to include Policyholders, Employers and Brokers providing responsive, high-quality support and ensuring client satisfaction throughout the customer lifecycle. This role is responsible for handling inquiries, resolving issues, processing requests, and maintaining accurate customer records. The ideal candidate is customer-focused, detail-oriented, and skilled at building positive client relationships.

Key Responsibilities:

• Respond to customer inquiries via phone, email, or chat in a professional and timely manner.
• Resolve product or service issues by clarifying the Customer concerns, determining the cause, and identifying solutions.
• Process account updates, service requests, transactions, or documentation as needed.
• Maintain client records and interactions in CRM or case management systems.
• Collaborate with internal teams (e.g., Sales, Customer Operations, Technical Support) to resolve complex issues.
• Provide product or service information, onboarding guidance, and support materials.
• Assist with retention efforts, and satisfaction surveys.
• Monitor and follow up on open issues to ensure full resolution.
• Escalate unresolved or high-priority cases appropriately.
• Contribute to a positive customer experience and represent the brand with professionalism.

Qualifications

Education: High school diploma or GED required; associate’s or bachelor’s degree preferred or equivalent work experience.

Experience:

• 1+ years of experience in customer service, account support, or customer-facing roles.
• Insurance industry experience is a plus.

Knowledge Requirements:

• Strong communication and interpersonal skills.
• Excellent problem-solving and conflict-resolution abilities.
• High attention to detail and organizational skills.
• Proficient in Microsoft Office and CRM systems (e.g., Call Tower, Salesforce).
• Ability to multitask and remain calm under pressure.

Hybrid Work Model

At our Canton location, employees will be on site Monday - Thursday. At our Omaha location, employees will be on site 2 days per week.

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.

#LI-Hybrid