Customer Care Consultant

The Opportunity

MMLIS Elite Wealth Management Service Operations is looking for a highly skilled Call Center Consultant who understands the functions of our call center along with the needs of our advisors and their staff. As a Call Center Consultant, you must be customer focused, detail-oriented, and able to work collaboratively. You will use your skills to support your team through coaching, answering questions and providing guidance on workflow, procedures, resources, and call handling. You are also responsible for maintaining full awareness of the department’s daily service level and providing operational support as needed to achieve department service level goals.

The Team

As the Broker-Dealer (BD) and Registered Investment Advisor (RIA) arm of MassMutual’s Wealth Management organization supporting MassMutual Financial Advisors (MMFA), we have grown significantly over the past few years. That growth positions MMLIS within the top 10 BDs in the country and has not only attracted top tier advisors and teams, but it has also allowed expanded growth and sophistication of our existing advisor population. Our strategy includes significant investment, recruitment, and growth in our MMFA channel, specifically with our Wealth Management business. As part of that growth, MMLIS has segmented the operational service and processing facets to our top-tier advisors. Our strategy includes growing and retaining our experienced advisor population through MassMutual agencies across the country and supporting them with a “white-glove” operational experience that is focused on ease of doing business.

The Impact

As a Call Center Consultant, your responsibilities will include, but are not limited to:

• Act as resource/support for escalated or complex issues for aligned team, providing feedback, and additional coaching on an ongoing basis

• Accountable for providing real-time support to staff via phone, email, and Skype

• Leverage Helpline Database reporting feature to identify high volume call topics, and create proactive action steps to ultimately reduce total calls to the Helpline

• Address training and knowledge gap issues, identify concerns and escalate to manager as necessary. Ensure specialists of aligned team are properly and timely trained on any new material, workflow, or procedural changes

• Support management in maintaining service level goals on daily, monthly, and yearly basis. Participate in staff planning meetings.

• Meet with aligned manager on a regular basis to discuss progress and coaching opportunities of aligned team’s specialists

• Prepare agendas for team meetings and various trainings as needed. Assist in leading team huddles and problem solving sessions along with facilitating process confirmations.

• Acts as liaison between Rep Services and other departments with various initiatives. Provides department representation.

• Perform silent call monitoring to gauge technical aptitude of staff. Promote regular usage of Quest and Knowledge Center as the primary technical resources for aligned team's needs

• Independently think of the needs of the team/specialists and address issues and concerns proactively, rather than waiting to be told of what needs to be addressed

• Demonstrate an understanding of the big picture, organizationally, departmentally, and from a team and individual perspective

• Support established goals and objectives of team and department

The Minimum Qualifications

• High school Diploma or equivalent

• 1+ years' experience in MMLIS Rep Services OR 2+ years' experience in MMLIS Operations OR 3+ years financial services call center experience in lieu of MMLIS experience

• FINRA Series 7 at time of application or must obtain within 12 months of hire

• Due to the nature of this position, as a part of our background check process, candidates must be able to pass a non-registered fingerprint background check to qualify as a fingerprinted person under FINRA 

The Ideal Qualifications

• 2+ years' experience in MMLIS Rep Services

• FINRA Series 7 at time of application

• Passion for embracing business process improvement opportunities

• High aptitude for effective problem resolution

• Demonstrate innovation and decisiveness in fast paced (SEC regulated) environment

• High degree of ownership and sense of urgency

• Ability to prioritize complex and competing demands while flexing and adapting to evolving environment

• Superior telephone and communication skills

• Strong understanding of BD/RIA operational platforms and workflows

• Ability to work in a fast-paced environment and adhere to strict deadlines

What to Expect as Part of MassMutual and the Team

• Regular meetings with the Elite Services Team

• Focused one-on-one meetings with your manager

• Access to mentorship opportunities

• 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 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

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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.