Customer Care Specialist

MassMutual • Phoenix, AZ

7d • Remote

About The Position

As a remote Customer Service Associate within our Disability Income (DI) Call Center, you’ll have an opportunity to develop highly personalized experiences for our customers. In this role, 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, 7am–7pm Central Time, Monday–Friday, based on business need (NO WEEKENDS).

Requirements

• 1+ years of customer service experience (or Undergrad Degree in lieu of experience)
• High School Diploma (or GED)
• Must be able to start July 6th, 2026

Nice To Haves

• 2+ years of Customer Service Experience
• Proficiency with Microsoft Office Suite
• Experience with Insurance 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

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 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

Benefits

• Ability to earn 5% annual bonus
• 4-6 Weeks Paid Virtual Training
• Access to learning content on Degreed and other educational/informational platforms
• Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups
• Competitive salaries
• Incentive and bonus opportunities
• Total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED