Implementation Coordinator

Job Description

Job Description

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 :

Summary of Positions

The Implementation Coordinator reports directly to the Director / Manager of Onboarding.

The Implementation Coordinator is responsible for playing a key role in the timely processing of new business from the win through to the end of the enrollment. 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 to the end of the enrollment.

Be the primary liaison between the Broker and Home Office for all post-sale inquiries and communication to enhance the customer experience to brokers when placing new business.

Oversee sold cases during the first 90-day process for all post-sale activity, from broker effective two-way communication, Implementation Strategy & Enrollment Solutions, Underwriting final Risk Approval (when needed), and Case Submission.. Ensuring all post-sale, SLA’s are met, and Quality Assurance is executed in accordance with internal guidelines.

Collaborate with RSD’s proactively advising the RSD’s on the status of every case to ensure the RSD’s are not blindsided by any issues that may arise.

Maintain accurate documentation in Salesforce every step of the process and ensure a smooth and seamless handoff upon the completion of the case setup and enrollment.

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

Experience : 3+ years Employee Benefits experience required

Knowledge Requirements :

Strong knowledge of Workplace life and health insurance products.

Proven effective problem-solving and interpersonal skills.

Ability to prioritize competing priorities and multi-task a variety of requests simultaneously in a fast paced sales environment.

Strong 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.

Regular Working Conditions (Desk job with occasional walking, use of a computer with hand and finger motions, close and distance vision, minimal noise level and no exposure to weather conditions)

Prolonged Standing Frequent Walking or Stooping Heavy Equipment or Machinery Operation

Heavy Lifting Increased Noise Level Exposure to Weather Conditions

Travel Required “On Call” Hours Required