Enrollment Success Analyst

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 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.
• 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 for understanding 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 Enrollment Success Analyst reports directly to the VP of Field Services on the Sales team. The Enrollment Success team is responsible for ensuring every sales opportunity reaches its best possible outcome during the case onboarding and enrollment process, inclusive of new/new, NLOC, and re-enrollments.

The Enrollment Success Analysis is responsible for onboarding brokers and case relationships and the ongoing service of our EDI partners and enrollment platforms, ensuring an overall positive and successful enrollment experience.

This role is the point of contact for brokers and enrollers to be sure they are completely trained on the proprietary enrollment platform and process. This role ensures all brokers and enrollers have the knowledge, collateral material, and enrollment strategy in place for the most successful enrollment of our products to achieve participation goals.

The Enrollment Success Analysts is responsible for onboarding and communicating regularly with partners sending new enrollment data to Boston Mutual. The role will require managing tasks such as monitoring incoming and outgoing enrollment information, ensuring all sold case paperwork is accurate and compliant in accordance with state regulations, and using initial onboarding documents, reviewing layout requirements, testing and auditing the system for issues, and implementing improvements.

The Enrollment Success Analyst serves as the initial internal contact for troubleshooting enrollment inquiries and works closely with IT staff to ensure the EDI is working as intended.

The Enrollment Success Analyst is expected to:

• The primary relationship/case contact for the sold case, once the case is confirmed sold (handed off from Internal Sales).
• Partners with external partners to have all sold case paperwork and requirements completed within state guidelines.
• Responsible for monitoring enrollment conditions to align with state guidelines, product filing requirements, and corporate business practices.
• Working with Sales to ensure the enrollment execution plan from pre-communication through proper enroller access is documented and agreed to
• Track and report on enrollment results and recommend necessary process changes to improve results
• Flag ongoing enrollments that are potentially problematic for resolution
• Drives communication with external partners during the enrollment of a case to ensure the access, participation, and top line sales results are reaching the maximum potential.
• Develop, coordinate with and support new external partners (brokers, enrollers and cases) during the case onboarding process.
• Partner with commissions to ensure commissions are setup correctly to pay brokers and enrollment firms on sold business in accordance with the case setup
• Partner with Corporate Contracting to ensure all brokers and enrollers are licensed and appointed with Boston Mutual and the corresponding states where enrollments are happening for a sold case.
• Partner with Marketing to create enrollment marketing material
• Maintain enrollment success data for reporting for Senior Leadership
• Conduct new case onboarding case
• Create and manage data KPIs and dashboards
• Provide enrollment data support to internal departments
• Identify continuous improvement areas and recommendations
• Maintain effective relationships through regular communication with both internal and external partners
• Provide primary support to answer enrollments questions from external partner about internal enrollment systems
• Cross coordination within Customer Experience to ensure enrollments are processed within KPI standards
• Train external partners on enrollment case setup and product offerings through system demos
• Achieve or exceed department KPI’s & KRI’s
• Finalize and approve enrollment submissions for accuracy for enrollment completion and submit enrollment files for processing.

Qualifications

Education: Bachelor’s degree in Business, or equivalent work experience

Experience: 3+ years of Enrollment experience/ Business Analysis experience

3+ years of Electronic Data Interchange (EDI) preferred

Knowledge Requirements:

• Life & Health Insurance experience preferred
• Excellent interpersonal skills with ability to explain issues to technical and nontechnical staff.
• Demonstrate exceptional customer service skills in order to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues.
• Detail oriented, analytical and inquisitive; proven ability to determine which course of action will correct the business problem
• Ability to work independently and with others at all levels of the organization
• Extremely organized with strong time-management skills
• Proficient with Microsoft Office Suite or related software.
• Understanding of HIPAA, state insurance regulations, and data privacy laws
• Familiarity with NAIC guidelines or similar compliance frameworks
• Experience with enrollment platforms (e.g., Benefit Administration Systems, HRIS)
• Problem-solving under pressure
• Ability to train and influence external partners
• Fluent with virtual meeting tools like Zoom/Teams
• Fluent with using CRM software, like SalesForce.

Hybrid Work Model

At our Canton location, employees will be on site Monday - Thursday. At our Omaha location, employees will be 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.

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