• Job Description

  Req#: R13777

  THE OPPORTUNITY

  We're growing, and our clients deserve the best. As a Call Center Specialist, you’ll be trained to answer questions for our career agents. You will place an emphasis on knowledge, problem solving, and adherence to policies and procedures. In this role, 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.

  • Location: Springfield, MA – Hybrid role (2-3 days in office) Arizona and Texas are Remote only

  • Must live within a comfortable commute.

  • Hours of Operation: 8am-6pm Eastern Time (7am-5pm CST) (5am-4pm MST). Must be willing to work ANY shift within our hours of operation based on business need.

  • Monday–Friday (NO WEEKENDS)

  • SALARY: $44K PLUS ability to earn 5% annual bonus

  • 7 Weeks Paid Virtual Training

  • Must be able to attend MANDATORY Training Class from August 7th, 2023- September 25th, 2023

  THE TEAM

  The Service Center Specialist’s team provides high quality service to our career agency system via our 800 # phone lines. This team assists callers in providing support for information regarding inquiries, service requests, and problem resolution. Information and service provided by this team is accurate and time-sensitive with an emphasis on knowledge, accommodation, attitudes, and behaviors that support the needs of our career agents.

  THE IMPACT

  • Provide primary service contact with registered representatives

  • Conduct research and work with appropriate resources to obtain valid information

  • Consult with appropriate resources to identify action required in accordance with corporate compliance and regulatory requirements

  • Provide professional, accurate, prompt service to registered representatives & customers, offering respect, courtesy, and a sense of urgency at all times.

  • Establish rapport in servicing agencies requiring increasing sensitivity to meet their complex needs and/or high volumes.

  • Be a Subject Matter Expert in one or more lines of business and be willing to expand your knowledge set into other areas of business

  • Foster an atmosphere where differing ideas and opinions are welcome

  Minimum Qualifications

  • 1+ years of customer service experience (or Undergrad Degree in lieu of experience)

  • High School Diploma (or GED)

  • Due to the nature of this position, as a part of our background check process, candidates must be able to pass a non-registered fingerprint background check to qualify as a fingerprinted person under FINRA

  The Ideal Qualifications

  • 2+ years of customer service experience

  • College Degree

  • Experience with financial products, hospitality or retail sales with a high degree of direct consumer contact

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

  • Proficiency with Microsoft Office Suite

  #LI-AA1

  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.

  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.

  If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

  At MassMutual, we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component. For more information about our extensive benefits offerings please check out our Total Rewards at a Glance.

• About the company

  The Massachusetts Mutual Life Insurance Company, also known as MassMutual, is a Springfield, Massachusetts-based life insurance company. MassMutual provides financial products such as life insurance, disability income insurance, long term care insurance, retirement/401 plan services, and annuities.

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