Issue Case Coordinator- Canton, MA

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 dedicated to 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 – via enrollment and billing options at the workplace.
• 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 Issue Case Coordinator - is responsible for the New Issue/NBOC team, Sales and Policyholders.  The team’s primary responsibilities are issuing policyholder’s policies, certificates, supplies and billing in a timely manner while demonstrating the highest levels of service professionalism in all they do. 

The Issue Case Coordinator is  responsible for: 

Analyze and set up of new cases for processing

Review the sold case submission, group application, sold proposal to verify required information for issue Verify the plan design structure for each case sold

Transaction processing and data entry using GroupComm system

Prepare Contracts/Certificates by coverage(s) and state specifics. Prepare letters and administrative materials for policyholders

Perform electronic census uploads using Microsoft Excel

Review, evaluate and coordinate requests for policy changes, preparing policy amendments

Incorporating amendment change into revised policies and certificates while adhering to state guidelines

Analyze and process system changes for existing policies

Provide customer service through written and verbal correspondence to internal/external stakeholders

Recognize what needs to be done to meet complex stakeholder needs and demonstrate flexibility and responsiveness to meet those requirements. Process and respond to incoming fax, mail and emails within 24 hours. 

Coordinate supplies for policyholders and administration.  Provide customers with requested backup and supplies in a timely manner.   

Provide telephone and email assistance to Implementation Coordinators and Underwriting. 

Perform quality reviews.

Assist with special projects

All other duties as required

Qualifications

Education:  High School Diploma required. Bachelor’s Degree preferred.   

Experience:  Minimum of 2 years of equivalent business experience required. Insurance experience and/or knowledge preferred. 1 - 2 years of experience in Customer Service preferred.

Knowledge Requirements:

Excellent written/verbal communication skills

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

Ability to multitask

Excellent interpersonal skills and the ability to effectively build and extend relationships 

Experience using multiple system applications, managing electronic and physical documents, ensuring they are properly recorded in systems and stored appropriately

Working knowledge of Boston Mutual or related industry products preferred

Excellent skills using Microsoft Office (Word and Excel) 

We returned to the office in May 2022, employees are required to be in office on Mondays and Thursdays at this time. There may be times in which employees are requested to come on site more days during the week based on business need.

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.