Job Description
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 January 5th to March 27th 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
- 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
#LI-AA1
#LI-REMOTE
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.
California residents: For detailed information about your rights under the California Consumer Privacy Act (CCPA), please visit our California Consumer Privacy Act Disclosures page.
MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed.
