Policy Contract Specialist

Job Description:

Position Overview

Our Policy/Contract Administration Specialist is responsible for handling and processing inforce illustration requests and other non-financial transactions in accordance with company policies and regulatory requirements. The specialist must possess in-depth knowledge of life insurance products enabling them to navigate and process complex transactions with a high degree of accuracy and attention to detail. This role involves managing a high volume of services requests end-to-end, providing critical support and solutions to clients and financial professionals, contributing directly to operational excellence, service quality, and customer satisfaction.

We have embraced a flexible, hybrid work model. Based on your role and personal preference, we empower you to choose where you work best allowing you to balance your life and bring your whole self to work.

Responsibilities

• Demonstrate a comprehensive understanding of life and annuity products, riders, and benefits to effectively process non‑financial transactions with a high level of quality and precision.
• Proactively own the customer experience by building trust and strong relationships with financial professionals and clients, ensuring exceptional service and thorough follow‑through.
• Interpret incoming requests and navigate multiple administrative systems, workflow platforms, and imaging tools to obtain and document required information.
• Collaborate with internal and external business partners to ensure client expectations are met and issues are resolved efficiently.
• Identify, recommend, and implement ongoing process improvements aligned with regulatory requirements, operational best practices, and company standards.
• Apply effective problem‑solving skills to resolve issues and escalate matters when appropriate, ensuring compliance and operational efficiency.
• Comply with all company policies, procedures, regulatory standards, and required training commitments, ensuring consistency and quality.
• Adhere to Service Level Agreements (SLAs) and meet individual/team performance metrics.
• Perform additional duties, assignments, and special projects as needed.
• During periods of lower illustration volume, supports the Inforce team with non-financial, routine transactions to maximize operational efficiency and resource utilization.
• Integrates AI solutions into team workflows to streamline processes and enhance productivity.

Skills and Abilities

• Strong ability to comprehend and manage complex product information.
• Capacity to adapt to evolving technologies, systems, and organizational processes.
• Excellent analytical and organizational skills with strong attention to detail in transaction processing and documentation.
• Strong problem‑solving abilities, with an emphasis on identifying root causes and ensuring accurate resolutions.
• Ability to manage multiple tasks efficiently while maintaining accuracy and meeting required deadlines.
• Exceptional verbal and written communication skills for internal documentation and effective team collaboration.
• Ability to work collaboratively with internal teams and external partners, while remaining self‑driven and proactive.
• Proficiency in navigating multiple systems used for transaction management and documentation, including leveraging AI-driven tools to enhance accuracy, efficiency, and workflow productivity.

Education

• H.S. Diploma or Equivalent Required
• Bachelor’s Degree Preferred

Experience

• 3–5 years of customer service experience
• Experience with individual life insurance and/or annuity products

Base Salary Range - $65,000-$75,000

For over 175 years, Penn Mutual has empowered individuals, families and businesses on the journey to achieve their financial goals. Through our partnership with Financial Professionals across the U.S., we help instill the confidence and reliability that comes from a stronger financial future. Penn Mutual and its affiliates offer a comprehensive suite of competitive products and services to meet the unique needs of Financial Professionals and their clients, including life insurance, annuities, wealth management and institutional asset management. To learn more, including current financial strength ratings, visit www.pennmutual.com.

Penn Mutual is committed to Equal Employment Opportunity (EEO). We provide employment and advancement opportunities to all qualified applicants and associates, according to applicable laws. This is reflected in our practices for hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, compensation, selection or training, and all other terms and conditions of employment. All employment-related decisions and practices are free from unlawful discrimination. This includes: race, creed, color, national origin, ancestry, citizenship age, gender (including pregnancy), sexual orientation, gender identity or expression, domestic partnership or civil union status, marital status, genetic information, disability, religious observance or practice, liability, veteran status or any other classification protected under applicable law.