Boston Mutual Life Insurance Company
Detailed Job Description

Bilingual Telephone Representative

Company Overview:

Boston Mutual Life Insurance Company was founded in 1891 and has been a stable financially strong company for over 120 years.

Boston Mutual is proud to promote our corporate principles of Service, Value, and Integrity. As well as being a financially strong and reputable company to do business with, Boston Mutual offers its employees a wide array of competitive benefits to full time employees. These include Health, Dental, Life and Long Term Disability Insurance, generous paid vacation time, free parking, paid holidays, 401K program, Flex Spending, tuition reimbursement, and an employee assistance program as well as offering flexible work schedules.

Responsibilities:

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.

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 Bilingual Telephone Representative is responsible for providing exceptional customer service to all while maintaining the highest levels of service professionalism in all they do.

The Bilingual Telephone Representative is expected to:

  • English and Spanish telephone and written communications with customers, agents, and government agencies
  • Research and resolutions of inquiries, complaints, and payment histories
  • ALIS changes and transactions
  • Decision making and problem resolution
  • Participation in presentations and seminars
  • Participation in team meetings, team goal setting, and team decisions
  • Must comply with privacy guidelines; will protect the privacy of customer information
  • Other duties and special projects as required

Qualifications:

Education:  High School Diploma required; 2 years of college preferred.

Experience:  Minimum of 2 years of customer service experience required.

Knowledge Requirements:

  • Excellent Bilingual (English/Spanish) written/verbal communication skills.
  • Strong organizational skills that reflect the 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.
  • Excellent interpersonal skills and the ability to effectively build and extend relationships.
  • Shows initiative with a “can do attitude” and the ability to implement changes that will improve workflow.
  • Strong computer skills using MS Office.
  • Insurance knowledge is a plus.

Certifications/Licensures: N/A

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