Customer Care Specialist

MassMutual•Phoenix, AZ

3d•Remote

About The Position

As a remote Customer Service Associate within MassMutual's Life Customer Care Center, this role focuses on developing highly personalized experiences for customers. The position requires demonstrating accountability, agility, inclusivity, strong business acumen, and courage. The successful candidate will join the Life Service Center team, which is customer-focused and consultative, valuing strong communication skills, a passion for learning, leadership traits, resilience, and self-awareness. Team members are experts in Life Insurance products, emphasizing problem-solving and adherence to policies and procedures. MassMutual, established in 1851, prioritizes its customers and fosters an inclusive, vibrant, and diverse culture that encourages growth, openness, and opportunities for everyone. A career with MassMutual offers a strong, stable, and ethical business environment with industry-leading pay and benefits, where employee voices are heard. The company's mission is to help people secure their future and protect loved ones, operating as a mutual company defined by its vision to put customers first and by the principle of people protecting people.

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

Responsibilities

Develop highly personalized experiences for our customers.
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.