MassMutual Financial Group Customer Service Specialist in Phoenix, Arizona

Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We at MassMutual value diversity and inclusion. We’re people helping people.

A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are the foundation of what makes MassMutual a strong, stable and ethical business. We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.

Together, we’re stronger.

Description

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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.

Currently, we are seeking energetic and motivated Client Services Representatives to join the dynamic Annuity Service 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 Annuity 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. Assigned shifts are determined based on performance.

Upcoming Training Class: Our 7 week training class starts July 23rd

RESPONSIBILITIES

  • Inbound customer service that may require follow-up actions including; sending forms, letters, emails and referrals with adherence to policies and 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.

  • Balance time effectiveness and efficiency to ensure our department meets expected service with multiple systems and tools to meet the established goals and objectives; customer experience, first contact resolution, call quality and call handling time.

  • 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.

BASIC QUALIFICATIONS:

  • High School Diploma (or GED)

  • 2+ years of customer service experience

  • Proficiency with Microsoft Office Suite

  • Availability to work any shift within the operating hours of 8am-8pm EST and overtime as required

  • Qualify as a fingerprinted person under FINRA

  • Authorized to work in the US without employment sponsorship now or in the future

PREFERRED QUALIFICATIONS

  • College degree preferred

  • Strong communication and interpersonal skills

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

  • Experience with Annuity services, financial products, hospitability 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

Ranked No. 77 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2017) and recognized as a 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.

CORE VALUES

Focus on the Customer: We understand our customers well and look for every opportunity to deliver an experience that is clear, easy, personal, human, empowering and trustworthy.

Act with Integrity: We deliver on our promises by being open, honest and humble and by adhering to the letter and spirit of applicable laws, rules, regulations and company policies.

Value People: We respect and learn from each other’s diverse backgrounds, experiences and ideas. We engage and develop people to their greatest potential.

Work Collaboratively: We work together to achieve results by actively listening, seeking, understanding and creating solutions as a unified team driving toward one company, one culture, one brand.

Achieve Results: We focus on winning by exceeding expectations and getting better – everyone, every day.

For more information, visit www.massmutual.com or find us on Facebook, Twitter, LinkedIn, YouTube, Google+, Instagram and Pinterest.

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

At MassMutual, we’re fostering an inclusive and dynamic environment where our employees are valued for who they are and can build successful careers. For us, diversity and inclusion is more than a goal, it’s the only way forward.

• 100% rating on the Human Rights Campaign Corporate Equality Index (2018)

• National Association for Female Executives Top Company for Executive Women (2017)

• DiversityInc Noteworthy Company (2017)

• Disability Equality Index® (DEI) Best Place to Work for Disability inclusion (2017)

• Working Mother Media 100 Best Company (2017)

• Military Friendly Employer (2018)