Penn Mutual

Operations

• Manage New Accounts operations queue.
• Provide support and resolution for inquiries from Financial Professionals and Field Offices
• Recommend and implement process improvements to enhance service delivery
• Collaborate with internal teams and external partners to resolve escalated issues
• Maintain consistent communication with field partners via phone, email and in person

Senior Operations New Accounts Specialist

Call Center Representative

• Provide leadership, mentorship, and day-to-day oversight of a team of CSRs and Specialists, ensuring they deliver high-quality and accurate customer service.
• Foster a culture of excellence, accountability, and continuous learning.
• Track and assess team and individual performance against established Contact Center Service Level Agreements (SLAs) and other key performance metrics.
• Proactively identify areas for improvement and implement necessary changes to achieve optimal team outcomes.
• Collaborate with internal departments such as Workforce Management, Quality, Training, and other operational areas to ensure the team has the resources needed to meet clients’ expectations and align with business objectives.
• Regularly mentor and develop team members in a fully remote environment through training, feedback, mentoring, and performance evaluations, fostering a culture of continuous improvement, technical expertise, and customer-centric top tier service.
• Serve as the point of escalation for complex inquiries, complaints, or sensitive situations.
• Assist team members in navigating challenges, utilizing advanced problem-solving skills to resolve issues promptly and effectively.

Contact Center Team Leader

Actuary

• Performs actuarial tasks, which are mathematical and/or higher-level clerical nature.
• Compiles and categorizes data for experience analyses and prepared related reports.
• Prepares schedules of statistics, financial statements, premiums, reserves and benefits, documenting and verifying the factors used in related computations.
• Active team member accountable for working towards shared goals and objectives.

Actuarial Intern – Summer

Risk

• Conduct in-depth reviews of operational transactions, processes, and documentation to ensure alignment with quality standards.
• Lead and coordinate complex risk-based quality reviews.
• Analyze root causes of errors and trends to provide actionable insights.
• Prepare and present review results to leadership.
• Contribute to and lead initiatives to the evolution of Risk-Based Quality methodology, tools, and best practices.

Senior Risk Based Quality Specialist

Product Specialist

• Manages HTK’s full suite of advisory-based products and services to help drive the firm’s product strategy across various business lines.
• Risk assessment and due diligence - assesses the various risk factors with a given product, carrier, and/or investment platform and performs regular due diligence of offerings.
• Partners with Compliance and Legal Counsel to ensure all selling agreements and amendments are up to date.
• Manages new product request submissions and provides key support for our Product Review Committee (PRC).
• Leads on-boarding of approved products and selling agreements by working with various functional areas.
• Provides ongoing education and training programs for internal and external teams regarding advisory-based products.

Manager, RIA Product Specialist

Underwriter

• Underwrites and oversees the selection of risk of large complex life applications.
• Manages underwriting services to contribute to the achievement of financial objectives including profitability, production and persistency of clients;
• Developing underwriting processes, standards and programs, and reporting results.
• Analyzes qualitative and quantitative data and provides approval for risk selection and acceptance, coverage, and pricing.
• Analyzes quality and quantity of risks underwritten and prepares reports accordingly.
• Evaluate life insurance applications, including those with chronic illness riders, with a focus on both medical and financial risk assessment.
• Assists others with resolving complex issues while ensuring adherence to underwriting standards and objectives.
• Selects and classifies risks according to company philosophy and standards.
• May assist with training and developing underwriters.
• Communicates and collaborates with the field and home office to provide the highest quality service levels to customers.

Senior Operations New Accounts Specialist

Contact Center Team Leader

Actuarial Intern – Summer

Senior Risk Based Quality Specialist

Manager, RIA Product Specialist

Lead Underwriting Consultant