Customer Care Specialist

MassMutual•Springfield, MA

10d•$45,000•Remote

About The Position

As a Customer Care Specialist, 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, a dedication to be inclusive, a strong business acumen, and will show courage, even in the most difficult situations. As the voice of our brand, you will be the customer’s go-to resource and a vital part of their experience with MassMutual. Hours of Operation: Monday – Friday from 8am – 8pm EST (shifts to be determined) Monday - Friday (NO weekends) Salary: $45,000 3 Weeks of Paid Training Ability to earn up to 5% in annual bonus Start date is May 18th, 2026 The Team As a Call Center Specialist, you will join our Pension Risk Transfer (PRT) Service Center team. We are a team that is customer-focused & consultative. We highly value strong communication skills, a passion for learning, leadership traits, resilience and self-awareness. We are the experts in Institutional Solution products at MassMutual and emphasize problem solving and adherence to policies and procedures. The Impact: Become an internal stakeholder in the future of our organization. This is accomplished through making suggestions and participating in the process of continually improving the way we handle customer service. 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 the services MassMutual provides for their retirement needs Apply knowledge to handle many problems independently while seeking guidance in highly complex situations

Requirements

High School Diploma (or GED)
1+ year(s) of customer service experience in any industry, with a high degree of direct customer contact
Ability to work anytime between the hours of 8AM - 8PM EST, Monday-Friday

Nice To Haves

College Degree
1+ year(s)Proficiency with Microsoft Office Suite
2+ years of customer service experience
Previous experience working with financial products

Responsibilities

Become an internal stakeholder in the future of our organization. This is accomplished through making suggestions and participating in the process of continually improving the way we handle customer service.
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 the services MassMutual provides for their retirement needs
Apply knowledge to handle many problems independently while seeking guidance in highly complex situations