Customer Service Associate
Remote - US Customer Service Job ID R15701The Opportunity
We’re growing, and our clients deserve the best. As a remote Customer Service Associate within our Life 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: $42,000- plus ability to earn 5% annual bonus
10 Weeks Paid Virtual Training
Upcoming Training Class: July 1st, 2024 - September 13th, 2024
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
#LI-AA1
#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.
MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment.
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About MassMutual®
At MassMutual, we believe in the value of being together in our offices and in personal flexibility.
Our work environment is one where the majority of our team members work a hybrid schedule — working at least three days in the office (Tuesday, Wednesday and a third day) and the rest remotely, balancing flexibility with in-person collaboration. While the majority of our employees follow this hybrid model, some of our roles continue to be 100% on-site and others may be 100% remote, subject to business needs.
MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company operated for the benefit of our members, policyowners and customers, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s 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.