MassMutual Financial Group Life Call Center Specialist Work From Home in Springfield, Massachusetts

Founded in 1851, MassMutual is committed to its purpose: We help people secure their future and protect the ones they love. Ranked No. 76 in the annual FORTUNE® 500 ranking (FORTUNE® Magazine, 6/15/16), MassMutual continues its long history of financial strength. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans achieve their financial goals. We continue to be recognized for our efforts to create a diverse and inclusive workplace! MassMutual is one of DiversityInc s 2016 Top 50 Companies for Diversity and ranked a 2016 Top 10 Company for Executive Women by the National Association for Female Executives. In 2015, after more than 15 years of earning a place on the Working Mother Top 100 Best Companies list, MassMutual was inducted into the Working Mother Hall of Fame. MassMutual also scored 100 percent on The Human Rights Campaign's Corporate Equality Index (CEI) to earn a spot on the CEI Best Places to Work List (2016). In addition, MassMutual has been recognized as a World s Most Ethical Company by the Ethisphere Institute and 2016 Military Friendly Employer by Military Friendly. For more information, visit www.massmutual.com or find us on Facebook, Twitter, LinkedIn, YouTube, Google+ and Pinterest. MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives. CRN201806

POSITION SUMMARY

A career with the right company means you can be part of something meaningful, be surrounded by people you respect, and be inspired to reach your professional and personal goals. By working at MassMutual, you will be part of the team that has helped people achieve financial security for more than 160 years - a team that has earned a place on Fortune s coveted “Most Admired Companies list. Feel good about your choice of employer, and discover more about what joining the MassMutual team could mean for you! We are growing and can offer career development opportunities. We offer differentiated benefits such as; 401K with company match up to 5% and 100% company paid pension, opportunity for an annual bonus (based on company and personal performance), generous paid time off and paid parental leave.

For a full list of benefits visit: https://www.massmutual.com//media/files/employee_benefits.pdf

Currently, we are seeking energetic and motivated Client Services Representatives to join the dynamic Life Insurance department in Springfield, MA. As a Client Service Representative, you are the voice of the MassMutual brand. The primary goal is to provide high quality, accurate and time-sensitive service to our customers and career agency system via our 800 # phone lines. This position will be trained to answer questions about Life Insurance products with an emphasis on knowledge, problem solving, adherence to policies and procedures, positive attitude and behaviors that support the needs of our MassMutual customers. The hours of operation are Monday – Friday from 8am – 8pm EST. Your full time shift would be between our hours of operations. After 90 days of in-office training you will move to full-time work at home.

RESPONSIBILITIES

  • Follows general instructions or procedures

  • Makes decisions that impact accuracy of data, utilization of equipment, and/or quality of output which ultimately impact cost/ revenue

  • Applies knowledge to handle many problems independently but seeks guidance in highly complex situations

  • Draw on excellent communication skills and demonstrating the ability to anticipate the needs of the callers, build rapport with each customer, asking probing questions and understanding how to create a best-in-class client experience and resolving customer requests on the first contact.

  • Strong learning agility.

  • The ability to adapt to changes in the market, industry or company policies and business conditions.

  • Balance time effectiveness and efficiency to ensure our department meets expected service levels.

  • Multitasking to meet the established goals and objectives; customer experience, first contact resolution, call quality and call handling time. Additionally, becoming an internal stakeholder in the future of our organization through making suggestions and participating in the process to continually improve the way we provide customer service.

Upcoming Training Class: Our 7 week training class starts in September.

QUALIFICATIONS

  • High School Diploma (or GED)

  • 2+ years of customer service experience

  • Proficiency with Microsoft Office Suite

  • Authorized to work in the U.S without sponsorship

  • Availability to work any shift within the operating hours 8am-8pm and over time as required

  • Must have the ability to work from home after onsite training concludes in the Springfield, MA office. Training will be 8 weeks with an additional 4 weeks of working onsite. Once this concludes, applicants will work remotely. Work at home requirements are:

  • Adequate space for a desk / computer system (photographs will be required)

  • Dedicated, quiet space to minimize any distractions and support our security procedures

  • Dependable, high speed internet connection, modem and router

  • Adequate lighting

  • Sufficient outlets for systems

  • Ergonomically correct workspace

  • Smoke detector

  • Work from home location should be your primary residence

PREFERRED QUALIFICATIONS

  • College degree preferred

  • Strong communication and interpersonal skills

  • Excellent written, verbal, active listening and interpersonal skills required

  • Experience with Life insurance services, financial products, hospitality or retail sales with a high degree of direct customer contact

  • Able to work in a fast paced, metric driven environment with proficiency in multitasking and navigating multiple systems and windows

  • Solid technical skills. Having the ability to efficiently navigate through systems / websites to maximize time to respond and resolve the service requests of policy owners, general agents, producers, and field personnel maintaining ownership and accountability until completed, or within established turnaround times.

Annualized Compensation: Annualized compensation starts at $35,000 depending on experience

Winning Ways

  • Focus on the Customer: Know your customers well; add value with a sense of urgency.

  • Act with Integrity: Be trustworthy, adhere to high ethical standards and adhere to the letter and spirit of applicable laws, rules, regulations and company policies

  • Value People: Lead people to success; appreciate diverse backgrounds, ideas and experiences.

  • Work Collaboratively: Partner with others to achieve results that leverage the right resources

  • Achieve Results: Focus on winning; consistently exceeds expectations, beat the competition

MassMutual Financial Group is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.