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Job Details

Life Services Team Leader/Manager

Company name
Penn Mutual.

Horsham, PA, United States

Employment Type


Posted on
Feb 07,2019

Valid Through
May 23,2019

Apply for this job


About Penn Mutual

Since 1847, Penn Mutual has been committed to helping people live life with confidence. At the heart of this purpose is the belief that life insurance is central to a sound financial plan. Through our network of trusted advisers, we are dedicated to helping individuals, families and businesses achieve their dreams. Penn Mutual supports its advisers with retirement and investment services through Hornor, Townsend & Kent, Inc. Registered Investment Advisor and wholly owned subsidiary. Member FINRA/SIPC. We are proud to work together in a values-driven and relationship-based culture. Visit Penn Mutual at

Position Overview

We are looking for a Team Leader or Manager, depending upon experience. This person will be responsible for a team of associates within the Life and/or Annuity Services Department who deliver timely and accurate information and customer service through inbound phone calls and post issue processing.


Actively monitor inbound (both direct and 800 line) calls and processing to ensure service level agreements and regulatory requirements are met

Promote a culture where associates take responsibility and are accountable for their performance by setting clear expectations; giving associates the tools they need to do their job and holding them accountable for results

Perform quality review of tasks performed, provide feedback to staff, and provide hands on support when necessary

Create metrics for reporting and process tracking

Work with leadership to develop business processes and service standards

Investigate and follow up on the most complex or critical questions/issues to resolve concerns in an accurate and timely manner

Responsible for fixed annuity suitability oversight (annuity new business only)

May handle in-bound calls from our advisers and end clients and answer questions regarding their life or annuity product and/or servicing needs when volume dictates

Remains current in profession and industry trends

Ability to work between the hours of 8am and 6pm (hours may vary)

Comply with all company and site policies and procedures

Responsible for adherence to the company’s framework of internal controls, operational plan and budget

Work collaboratively and may participate on project teams

Identify, recommend and facilitate ongoing process improvements

Perform various other related duties, assignments and special projects as assigned

Required Skills

Strong analytical, problem solving and critical thinking skills

Must be detail-oriented and be able to handle multiple tasks/projects as well as exercise initiative and follow-through to meet deadlines

Excellent written and verbal communication skills

Ability to establish and sustain positive relationships

Client service orientation

Create an environment that encourages two-way communication and in which associates feel it is safe to speak up

Solid presentation skills (both formal and informal)

Strong PowerPoint skills

Required Experience


3- 5 years’ experience required with 1-3 years of supervisory experience, preferred

Experience with variable and fixed annuity products, processes and transactions

Financial services industry experience with life and annuities preferred

Education/Licenses/Professional Designations

Bachelor’s degree strongly preferred

FINRA Series 6 and 26 (required within 9 months of start date)

FLMI or other related designation preferred

All Associates Exemplify Our Penn Mutual Values:

Acting With Integrity—

We have the conscious intention to do the right thing.

Respecting One Another

—We see each other’s distinctiveness as a valued asset.

Focusing on Relationships—

We foster meaningful connections with others.

Sustaining Our Legacy

—We are trusted guardians for what we promise.

Company info

Penn Mutual.
Website :

Company Profile
Since 1847, we have been driven to create a world of possibilities—one individual, one family and one small business at a time. We help people do more in life by creating solutions that deliver the complete value of life insurance across life's stages, complemented by annuities and investment products.

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