Job Description

Do you want to be part of a team that encourages your growth, supports your ambitions and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual, we help millions of people find financial freedom, offer financial protection and plan for the future. We do this by building trust with our customers by being knowledgeable problem solvers and prioritize their needs above all else. We Live Mutual.

Description



Do you want to be part of a team that encourages your growth, supports your ambitions and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual, we help millions of people find financial freedom, offer financial protection and plan for the future. We do this by building trust with our customers by being knowledgeable problem solvers and prioritize their needs above all else. We Live Mutual.

The hours of operation are Monday Friday from 8am 8pm EST. Your full shift would be between our hours of operations, and will be determined based on performance.

If this sounds like a fit, were looking to hire a Call Center Specialist to join our team.

Why we need you.

Were growing, and our clients deserve the best. As a Call Center Specialist youll 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, 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.

Objectives of this role What success looks like:

* Focus on the Customer know your customer and add value with a sense of urgency. You will demonstrate the ability to anticipate the needs of customers, build rapport with them, ask appropriate questions and understand how to create a best-in-class client experience
* Act with Integrity adhere to high ethical standards
* Team player - you partner with others to achieve results that leverage the right resources
* Results oriented - you focus on winning and consistently exceeding expectations
* Solve problems - you adapt to changes in the market, are tech savvy and efficiently navigate through systems to resolve service requests as they arise
* Organizational driver you play a role in the future of our organization through making suggestions and participating in the process to continually improve the way we provide customer solutions

Daily and monthly responsibilities What your days and weeks will include:

* This role is slated to become an internal stakeholder in the future of our organization. This is accomplished through making suggestions and participating in the process of continually improving the way we handle customer service.
* You will 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
* You will educate customers about the services MassMutual provides for their retirement needs
* You apply knowledge to handle many problems independently while seeking guidance in highly complex situations
* You will balance time effectively to ensure the department meets expected service levels
* You will utilize multiple systems and tools to meet the established goals and objectives, including customer experience, first contact resolution, call quality and call handling time

Required skills and qualifications The qualifications that are needed for this role:

* 2+ years of customer service experience
* High School Diploma (or GED)
* Proficiency with Microsoft Office Suite

Preferred qualifications Additional skills that make you a great fit:

* College Degree
* Strong communication and interpersonal skills
* Experience with Insurance or Annuity Servicing, financial products, hospitality or retail sales with a high degree of direct consumer contact
* Bilingual a plus (Spanish)
* Able to work in a fast paced, metric driven environment with proficiency in multitasking and navigating multiple systems and windows

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Why Join Us.

Weve been around since 1851. During our history, weve learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard.

Recognized as a 2019 Worlds Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. Its more than our company structure its 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.

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.