Mutual Opportunities
Customer Care Specialist
Remote - US
Thank you to our employees for voting us one of the top places to work in Massachusetts for five consecutive years!
Overview
To meet our customers' needs, our customer service team leverages process improvements, data, and technology solutions. We have transformed our operating model to realize our vision of delivering personalized and exceptional experiences when they matter most.
In our customer service roles, you'll receive a competitive base salary and be eligible for a performance-based bonus. We prioritize work-life balance, with structured days that ensure when you're done with work, you're truly done. Our call center operates Monday through Friday, giving you your weekends free. From your first day of employment, you'll have access to a comprehensive benefits package (if scheduled for 20+ hours per week), which includes health, life, and retirement plans, along with additional perks to support your well-being.
“MassMutual customer care teams do so much more than customer service. Our teams help our policyowners safeguard themselves and their loved ones, whether that’s through taking a loan to pay for their children’s college tuition, administering an annuity to support their retirement, calling in a disability claim to support their families while they recover, or filing a claim whose proceeds help keep a grieving family together. We’re the compassionate voice on the other end of the call and the team responsible for ensuring funds are delivered quickly. It’s a privilege to help deliver on MassMutual's purpose to help people secure their future and protect the ones they love.”
Job Description
THE OPPORTUNITY
We're growing, and our clients deserve the best. As a Customer Care Specialist, you’ll be trained to answer questions for our career agents. You will place an emphasis on knowledge, problem solving, and adherence to policies and procedures. In this role, you will demonstrate accountability, agility, a dedication to be inclusive, a strong business acumen, and will show courage, even in the most difficult situations. We also highly value strong communication skills, a passion for learning, leadership traits, resilience and self-awareness.
Hours of Operation: 8am-6pm Eastern Time (7am-5pm CST) (5am-4pm MST). Must be willing to work ANY shift within our hours of operation based on business need.
Monday–Friday (NO WEEKENDS)
SALARY: $45K PLUS ability to earn 5% annual bonus
7 Weeks Paid Virtual Training
Must be able to attend the MANDATORY Training Class without interruption from January 19th, 2026- March 6th, 2026.
THE TEAM
The Service Center Specialist’s team provides high quality service to our career agency system via our 800 # phone lines. This team assists callers in providing support for information regarding inquiries, service requests, and problem resolution. Information and service provided by this team is accurate and time-sensitive with an emphasis on knowledge, accommodation, attitudes, and behaviors that support the needs of our career agents.
THE IMPACT
Provide primary service contact with registered representatives
Conduct research and work with appropriate resources to obtain valid information
Consult with appropriate resources to identify action required in accordance with corporate compliance and regulatory requirements
Provide professional, accurate, prompt service to registered representatives & customers, offering respect, courtesy, and a sense of urgency at all times.
Establish rapport in servicing agencies requiring increasing sensitivity to meet their complex needs and/or high volumes.
Be a Subject Matter Expert in one or more lines of business and be willing to expand your knowledge set into other areas of business
Foster an atmosphere where differing ideas and opinions are welcome
Minimum Qualifications
1+ years of customer service experience
High School Diploma (or GED)
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 of customer service experience
Experience with financial products, hospitality or retail sales with a high degree of direct consumer contact
Able to work in a fast paced, metric driven environment with proficiency in multitasking and navigating multiple systems and windows
Proficiency with Microsoft Office Suite
#LI-AA1
#LI-Remote
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. 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.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
Hiring Process
Explore
Explore our open jobs by clicking 'search jobs' to find a position that aligns with your experience and skills. You may also consider joining our Talent Network.
Apply
Click the “apply” button on that job posting to complete and submit your application. Your application will be reviewed by a recruiter, which, due to the volume of applications received, may take some time as we carefully consider each application.
Screen
After your application has been reviewed, if you meet the qualifications for the role, a recruiter will reach out to you to start a conversation.
Interview
If you are invited for an interview, you will be scheduled to meet with the hiring manager and hiring team.
Offer
If you are extended an offer to join MassMutual and accept, your start will be contingent upon a satisfactory background check.
Hire
If you accept the offer, we will be so excited to welcome you to the MassMutual community!
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
By the numbers*
- 85% of employee respondents say they are proud to work at MassMutual
-
90
% of employee respondents say the work they do at MassMutual is meaningful - 85% of employee respondents say they feel encouraged to come up with new and better ways of doing things
*Source: 2025 MassMutual employee engagement survey
Award-Winning Culture
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 and participating policyowners, we are defined by mutuality and our vision to provide financial well-being for all Americans. 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.
We strive to build a thriving community where everyone is valued, included, and feels that they belong.
At MassMutual, we Live Mutual.
How We Work
MassMutual’s flexible workplace approach combines the importance of connecting in person and the flexibility of working remotely. Our hybrid model puts collaboration first with employees coming in at least three days per week to our spectacular campus settings and also enjoying the flexibility of remote Fridays, company-wide remote weeks, and a bank of flexible remote weeks to use throughout the year.
Benefits for the whole you (and your loved ones)
There’s more to your life than your job and there’s more to your aspirations than a paycheck. We take a holistic view of compensation and benefits that provides the flexibility to create a healthy balance in your life for work, family, and community. We offer the benefits you’d expect, like medical, dental, 401(k), and generous vacation time, but we also offer ones you might not expect, like three paid days for volunteering, a $1,250 annual Well-Being Wallet, and up to 320 hours of caregiver leave.
Explore some of our offerings below. Benefit details can be found here.
Why MassMutual?
Kevin
Compliance Consultant
Seth
Service Management Consultant
Kymberly
Head of Experience Journey Mapping
where we work
Springfield Office
1295 State Street, Springfield, MA
Boston Office
10 Fan Pier Blvd, Boston, MA
New York Office
2 Park Ave,
New York, NY
Virtual
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