Customer Care Specialist

About the position

We're growing, and our clients deserve the best. As a remote Customer Service Associate within our Life Customer Care Center, you'll have an opportunity to develop highly personalized experiences for our customers. In this role, as well as all roles within MassMutual, you will demonstrate accountability, agility, inclusivity, a strong business acumen, and show courage, even in the most difficult situations. Must be willing to work ANY 8-hour shift within our hours of operation, 8am-8pm Eastern Time, Monday-Friday, based on business need (NO WEEKENDS).

Responsibilities

• Build rapport with each customer, ask probing questions and understand how to create a best-in-class experience and resolve customer requests on first contact.
• Educate customers about their life insurance policies with MassMutual.
• Apply knowledge to handle many problems independently while seeking guidance in highly complex situations.
• Balance time effectively to ensure the department meets expected service levels.
• Utilize multiple systems and tools to meet the established goals and objectives, including customer experience, first contact resolution, call quality and call handling time.

Requirements

• 1+ years of customer service experience (or Undergrad Degree in lieu of experience).
• High School Diploma (or GED).

Nice-to-haves

• 2+ years of Customer Service Experience.
• Proficiency with Microsoft Office Suite.
• Experience with Insurance or Annuity Servicing financial products, hospitality or retail sales with a high degree of direct consumer contact and problem solving/critical thinking.
• Bilingual a plus (Spanish).
• Able to work in a fast paced, metric driven environment with proficiency in multitasking and navigating multiple systems and windows.

Benefits

• Salary: $45,000 plus ability to earn 5% annual bonus.
• 12 Weeks Paid Virtual Training.
• Inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone.
• Competitive salaries, along with incentive and bonus opportunities.