Customer Care Specialist

MassMutual • Springfield, MA

10d • Remote

About The Position

We are growing, and our clients deserve the best. As a remote Customer Service Associate within our Life Customer Care Center, you will 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). You will join our Life 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 Life Insurance products at MassMutual and emphasize problem solving and adherence to policies and procedures. We have been around since 1851. During our history, we have learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard. We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It is more than our company structure – it is our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual. MassMutual is an Equal Employment Opportunity employer. We welcome all persons to apply. If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need. At MassMutual, we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component. For more information about our extensive benefits offerings please check out our Total Rewards at a Glance.

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

• 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.

Benefits

• Ability to earn 5% annual bonus
• 12 Weeks Paid Virtual Training
• Industry leading pay and benefits
• Inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone
• Competitive salaries
• Incentive and bonus opportunities for all employees
• 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
• Number of Employees: 5,001-10,000 employees