Boston Mutual Life Insurance Company
Detailed Job Description

Implementation Coordinator

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 Implementation Coordinator is responsible for playing a key role in the timely processing of new business from the win through the first bill.  Leveraging their knowledge of Boston Mutual’s products, internal and external processes and relationships, proactively identifying all post-sale needs to effectively and efficiently place new business.

The Implementation Coordinator is expected to:

  • Be a respected knowledge base for all Boston Mutual products and post-sale procedures with the goal of ensuring a 5-star customer experience throughout the post-sale processes through the first bill.
  • Be the primary liaison between the Broker and Home Office for all post-sale inquiries and communication to enhance the customer experience when placing new business; partner with the Regional Sales Director (RSD) to resolve any issues which may arise.
  • Oversee sold cases and deliverables through the first 90-day process for all post-sale activity in accordance with internal guidelines. This will include effective two-way communication with brokers, Implementation Strategy & Enrollment Solutions, Underwriting final Risk Approval (when needed), Case Submission, Policy Issuance, First Bill creation, and premium payment.
  • Support reenrollment and renewals as appropriate based on producer and case renewal dynamics.
  • Ensure all post-sale and service level goals are met, and Quality Assurance is executed in accordance with internal guidelines.
  • Collaborate with RSDs by proactively advising the RSDs on the status of every case to ensure the RSDs are informed of any issues as they may arise.
  • Maintain data integrity within Salesforce for every step of the process and ensure a smooth and seamless handoff upon the completion of the first 90 days of the case.

Qualifications:

Education: Bachelor’s Degree and/or equivalent work experience required.

Experience: Minimum of 5 years of employee benefits experience required.

Knowledge Requirements:

  • Strong knowledge of Workplace life and health insurance products.
  • Demonstrated effective problem-solving skills with strong decision making capacity; demonstrated ability to take initiative with a “can do” attitude.
  • Excellent interpersonal skills and the ability to effectively build and extend relationships.
  • Ability to prioritize competing priorities and multi-task a variety of requests simultaneously in a fast paced sales environment.
  • Shows initiative with the ability to create and implement changes that will improve workflow.
  • Excellent verbal, written, and active listening skills.
  • Identify, analyze and resolve various issues as they occur.
  • Ability to articulate and educate internal and external partners.
  • Be proficient in the post-sales process, understanding the brokers business, style, and needs. Offer solutions that are within the guidelines and abilities of Boston Mutual.
  • Excellent Microsoft Office skills.

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