Customer Care Specialist

The Opportunity

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)

• SALARY: $45,000- plus ability to earn 5% annual bonus

• 12 Weeks Paid Virtual Training

• Must be able to attend mandatory training from April 6th to June 26th without interruption.

The Team

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.

The Impact

• 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

The Minimum Qualifications

• 1+ years of customer service experience (or Undergrad Degree in lieu of experience)

• High School Diploma (or GED)

The Ideal Qualifications

• 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

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