MassMutual
Call Center Specialist
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  I'm interested   I'm interested
Location
Springfield / Massachusetts
Employment type
Full-Time
Pay
Competitive/year
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

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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 time shift would be between our hours of operations.

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

Why we need you.

We’re growing, and our clients deserve the best. As a Call Center Specialist 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, 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:

  • Provide high quality, accurate and time-sensitive service to our customers
  • Answer questions about our products/services with an emphasis on knowledge, problem solving, and adherence to policies and procedures
  • As the voice of our brand, you will be the customer’s go-to resource and a vital part of their experience with MassMutual.

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:

  • High School Diploma (or GED)
  • Proficiency with Microsoft Office Suite
  • Authorized to work in the United States without sponsorship now or in the future

Preferred qualifications – Additional skills that make you a great fit:

  • Bilingual (Spanish)
  • College Degree
  • 1+ years of customer service experience
  • Strong communication and interpersonal skills
  • Experience with financial products, hospitality or retail sales with a high degree of direct consumer contact

Why Join Us.

We’ve been around since 1851. During our history, we’ve 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 World’s 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. 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.

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. 

Requisition ID
R7068