Customer Care Specialist

The Opportunity

We’re growing, and our clients deserve the best. As a remote Customer Service Associate within our Disability Income (DI) Call 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, 7am–7pm Central Time, Monday–Friday, based on business need (NO WEEKENDS)
• SALARY: $45,000- plus ability to earn 5% annual bonus
• 4-6 Weeks Paid Virtual Training

The Team

You will join our DI 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 DI 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 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 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

What to Expect as Part of MassMutual and the Team

• Regular meetings with the team
• Focused one-on-one meetings with your manager
• Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups
• Access to learning content on Degreed and other educational/informational platforms
• Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits

#LI-DK1

#LI-REMOTE

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.