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Customer Service Representative (Life or Annuity)


Client Services/Customer Service

Tracking Code


Job Description

Position Overview

Penn Insurance and Annuity of New York (affiliate of Vantis Life Insurance Company, member of Penn Mutual Life Insurance family of companies is forming a new client services team to process and service our life and annuity business.  The team will be located in our Windsor, CT location.  This team is essential to our business, as they are the face of our company, providing critical interactions with our financial professionals and their clients.  Our Customer Service Representatives own the relationship with our valued customers and have the rewarding responsibility of shaping the image of our company.  You will handle a variety of in-bound calls from our clients via an 800 line providing stellar service as well as delivering policy/contract administration support. We are searching for candidates with all levels of experience for this role, from entry-level to more seasoned representatives. 



  • Learns all facets of universal & variable life insurance and/or annuities and the products sold
  • Handles simple to complex in-bound calls from our clients/financial professionals and answers questions regarding their life or annuity product and/or servicing needs
  • Processes routine non-financial transactions and documents records with consistent quality, attention to detail, and according to department policies and procedures
  • Investigates and follows up on questions/issues to resolve concerns in an accurate and timely manner
  • Accepts ownership of the interaction and provides a high caliber of service and follow-through, escalating more complex issues as appropriate
  • Interprets each request and navigates multiple administration systems as well as our workflow and imaging tools to gain and document needed information
  • Recommends and facilitates process changes to continuously improve the customer experience
  • Adheres to Service Level of Agreements (SLAs) and individual/team metrics
  • Complies with all company and site policies and procedures
  • Remains current in profession and industry trends
  • Successfully completes regulatory and job training requirements
  • Performs other duties as assigned

Required Skills

  • A customer service attitude that translates professionalism, confidence as well as a ‘smile’ over the phone
  • Ability to comprehend and articulate information
  • Ability to learn and adapt in ever changing and upgrading technology
  • Executes with urgency and professionalism
  • Excellent analytical and organizational skills with attention to detail
  • Excellent communication skills, both verbal and written, required
  • Willingness and proven ability to work on multiple tasks and adapt to a changing work environment
  • Strong technical skills with the ability to navigate within multiple systems.
  • Excellent problem-solving skills – the ability to see beyond the obvious into what may be intended
  • Willingness and ability to work under pressure and meet deadlines
  • Ability to make a positive contribution as demonstrated by learning new skills
  • Ability to work with others in a collaborative team environment

Required Experience


  • Minimum of 1+ years of customer service experience
  • Experience with universal and variable life insurance/annuity products preferred
  • Knowledge of NY life and annuity products preferred
  • Call Center experience a plus


Education/Licenses/Professional Designations 

  • High School diploma required
  • Bachelor’s degree preferred



Penn Insurance of New York is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, veteran’s status, or genetic information.  Opportunities throughout the company are available to Penn Mutual Associates and external candidates and are evaluated on the basis of position qualifications. 

Leaders may, at their discretion, change the responsibilities in this position description at any time due to reasonable accommodation and/or other business reasons.

Job Location

200 Day Hill Road, Windsor, CT

Position Type


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