Contact Center Intern

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 to understand 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.”

Qualifications

About the Role:

The Conservation Specialist Intern will play a crucial role in the insurance industry by serving as observer and problem resolution liaison when it comes to why policyholders cancel their coverage and finding creative solutions to assist the team with policy conservation. This position is responsible for assisting the Call Center team with tracking case closing reach out as part of our conservation plan. The end result of this role is to track the impact of our reach out and policy holder retention. Additionally, the Conservation Specialist will contribute to the overall efficiency of the team by accurately documenting this data and assisting to create reporting to map retention on a go forward basis.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in a customer service role
• Strong verbal communication skills and a friendly, professional demeanor.

Preferred Qualifications:

• Associate's degree in business or a related field.
• Knowledge of insurance policies and regulations.

Responsibilities:

• Review incoming calls from policy holders requesting to cancel their coverage.
• Assist the Call Center with policy inquiries and items related to potential conservation/retention of business.
• Document all client interactions accurately in the company database to ensure seamless follow-up and service continuity.
• Collaborate with other team members to resolve complex client issues and improve service delivery and retention.
• Maintain up-to-date knowledge of insurance products, industry trends, and company policies to provide informed assistance.

Skills:

The required skills for this role include strong communication abilities, which are essential for effectively conveying information to clients and those within the organization. Customer service skills are utilized daily to understand client needs. Attention to detail is critical when documenting client interactions, as accurate records are necessary for follow-up and service continuity. Problem-solving skills come into play when addressing complex client issues, such as cancellation requests, allowing the representative to find effective solutions quickly.

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.

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