Customer Experience Lead

3/25/2026

The Lead is responsible for coordinating, delegating, and quality reviewing the work of assigned team members, assigning tasks, setting deadlines, and providing guidance to ensure work meets established KPIs. This role involves monitoring workloads, performing quality reviews, assisting with complex policy updates, and reporting team performance and development needs to management.

Salary

30 - 37 USD

Working Hours

40 hours/week

Company Size

201-500 employees

Language

English

Visa Sponsorship

About The Company

Boston Mutual Life Insurance Company is a national insurance carrier providing flexible insurance products to working Americans and their families. Founded as a progressive life insurance company in 1891, Boston Mutual Life Insurance Company is a national carrier that provides insurance solutions designed for working Americans and their families, as well as enrollment and billing options at the workplace. Boston Mutual Life’s home office is located in Canton, Massachusetts and the company has a second corporate office in Omaha, Nebraska. Boston Mutual Life is dedicated to acting in the best interests of its policyholders, producers, employees, and its communities. For more information, please visit www.bostonmutual.com or contact your Boston Mutual Life representative.

About the Role

Job Title: Lead- Technical and Production

Reports To: Manager- Technical and Production

FLSA Status: Non-exempt

Department: Customer Experience

Grade: 14

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:

Demonstrate a desire to assist.
Listen to understand 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 Lead – Technical and Production is a knowledgeable and experienced individual who is responsible for coordinating, delegating and quality reviewing the work of assigned team members. The Lead will assign tasks and set deadlines, provide guidance and coaching, help in resolving issues that arise, and assist in training with the overall goal of ensuring that work performed is within the established KPIs. The Lead will provide continual feedback to the Manager – Technical and Production regarding overall team performance, training and development needs of the staff, including potential individual employee performance concerns. The Lead is responsible for monitoring workloads, performing quality review and assisting team members with complex policy updates and changes and making suggestions for alternate processing. The Lead may also do the work of a Technical and Production member while performing these duties.

Policy Administration Oversight:

Ensure accurate and timely processing of policy applications, renewals, endorsements, and cancellations.
Review and approve complex policy documents and amendments.
Coordinate with underwriting, sales, and customer service teams to resolve any discrepancies or issues related to policy administration.

Compliance and Quality Assurance:

Develop and implement quality control measures to ensure the accuracy and completeness of policy documents.
Conduct regular audits of policy files and provide reports on findings and corrective actions.
Ensure compliance with all relevant laws, regulations, and company policies.

Customer Experience:

Handle escalated issues related to policy administration, providing timely and effective resolution.
Collaborate with customer service teams to address customer inquiries and concerns.
Develop strategies to enhance the customer experience in the policy administration process.

Process Improvement:

Identify areas for process improvements and implement solutions to enhance efficiency and effectiveness.
Work with management to develop and refine policy administration procedures and workflows.
Stay updated on industry trends and best practices to continuously improve service standards.

Other Duties:

Create an inspiring team environment with an open communication culture.
Provide day-to-day operational guidance and support to team to ensure a high level of performance.
Listen to team member feedback and resolve issues and conflicts that arise.
Delegate tasks and set deadlines.
Establish and monitor team goals and quality metrics.
Perform quality reviews to ensure standards are met.
Collaborate with other teams to share best practices and achieve established goals.
Recommend, develop and implement policies and procedures which will enhance performance.
Discover specific areas of training and provide ongoing support and coaching.
Monitor and report team performance.
Other duties as required.

Job Requirements and Qualifications:

Education: High School Diploma required; Bachelor’s degree preferred.

Experience: Solid understanding of the policy issue process required. Minimum of 3 years of experience in insurance policy administration. At least 1 year in a supervisory or lead role

Knowledge Requirements:

Excellent written/verbal communication and leadership skills.
Solid understanding of performance metrics.
In-depth organizational skills that reflect ability to prioritize work effectively.
Excellent interpersonal skills and the ability to effectively build and motivate teams.
Strong decision-making skills.
Organizational and time-management skills.
Shows initiative and the ability to implement changes that will improve performance.
Strong computer skills using MS Office.
Insurance knowledge is a plus.

Certifications/Licensures: N/A

Additional Information:

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

Hybrid Work Model

At our Canton location, employees are on site Monday - Thursday. At our Omaha location, employees are on site 2 days per week.

Boston Mutual is an equal opportunity employer, and does not discriminate on the basis of race, color, age, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, disability, military service, veteran status, family status, pregnancy, or any other characteristic protected by federal or state laws. Boston Mutual is a drug-free workplace.

#LI-Hybrid

Key Skills

CoordinationDelegationQuality ReviewingCoachingIssue ResolutionWorkload MonitoringPolicy Administration OversightComplianceProcess ImprovementLeadershipCommunicationDecision-MakingTime-ManagementTeam MotivationComputer Skills