Customer Service Associate: No Weekends - Currently Remote Opportunity with MassMutual

Join MassMutual's Life Call Center as a Customer Service Associate and Deliver Exceptional Customer Experiences

At MassMutual, we're driven by a singular purpose: to help people secure their future and protect the ones they love. As a Customer Service Associate within our Life Call Center, you'll play a vital role in creating highly personalized experiences for our customers. We're looking for talented individuals who are passionate about delivering exceptional customer service, possess strong communication skills, and are committed to making a positive impact.

About Us

MassMutual is a renowned financial services company with a rich history of helping people protect their loved ones and achieve financial security. As a mutual company, we're owned by our policyowners, and our vision is to put customers first. We're guided by a strong sense of mutuality and a commitment to diversity, equity, and inclusion. Our company culture is built on the principles of accountability, agility, and courage, and we're dedicated to fostering a work environment that is inclusive, supportive, and empowering.

Job Overview

As a Customer Service Associate, you'll be the primary point of contact for our customers, providing them with exceptional service and support. You'll work in a fast-paced, metric-driven environment, utilizing multiple systems and tools to meet established goals and objectives. Your responsibilities will include:

• Building rapport with customers, asking probing questions, and understanding their needs to create best-in-class experiences and resolve customer requests on first contact
• Educating customers about the services MassMutual provides for their retirement needs
• Applying knowledge to handle many problems independently while seeking guidance in highly complex situations
• Balancing time effectively to ensure the department meets expected service levels
• Utilizing multiple systems and tools to meet established goals and objectives, including customer experience, first contact resolution, call quality, and call handling time

Essential Qualifications

To succeed in this role, you'll need:

• 1+ year of customer service experience (or an undergraduate degree in lieu of experience)
• High School Diploma (or GED)
• Proficiency with Microsoft Office Suite

Preferred Qualifications

While not required, the following qualifications will make you a more competitive candidate:

• 2+ years of Customer Service Experience
• College Degree
• Experience with Insurance or Annuity Servicing, financial products, hospitality, or retail sales with a high degree of direct consumer contact
• Bilingual skills (Spanish) are a plus
• Ability to work in a fast-paced, metric-driven environment with proficiency in multitasking and navigating multiple systems and windows

Skills and Competencies

To excel as a Customer Service Associate, you'll need to possess:

• Strong communication and interpersonal skills
• Excellent problem-solving and analytical skills
• Ability to work in a team environment and collaborate with colleagues
• Strong business acumen and understanding of customer needs
• Proficiency in using technology to drive efficiency and effectiveness
• Resilience and adaptability in a fast-paced environment

Career Growth Opportunities and Learning Benefits

At MassMutual, we're committed to helping our employees grow and develop their skills. As a Customer Service Associate, you'll have access to:

• 10 weeks of paid virtual training to help you succeed in your role
• Ongoing coaching and feedback to support your growth and development
• Opportunities to take on new challenges and responsibilities
• Career advancement opportunities within the company

Work Environment and Company Culture

We're currently working remotely due to COVID-19 restrictions, but we're planning to adopt a hybrid schedule in the future, with some days working in the office and some days remotely. Our company culture is built on the principles of mutuality, diversity, equity, and inclusion. We value flexibility, collaboration, and innovation, and we're committed to creating a work environment that is supportive and empowering.

Compensation, Perks, and Benefits

We're offering a competitive salary range of $40,000-$42,000, plus the opportunity to earn a 5% annual bonus. We also provide a comprehensive benefits package, including paid training and opportunities for career growth and development.

Why Join MassMutual?

At MassMutual, we're driven by a singular purpose: to help people secure their future and protect the ones they love. We're a company that values diversity, equity, and inclusion, and we're committed to creating a work environment that is supportive and empowering. If you're passionate about delivering exceptional customer service and making a positive impact, we encourage you to apply for this exciting opportunity.

MassMutual is an Equal Employment Opportunity employer. We welcome all persons to apply, regardless of their background, culture, or identity. If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

Join our team and be part of a company that is making a difference in the lives of our customers. Apply now and take the first step towards a rewarding career with MassMutual!