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MassMutual Call Center Specialist in Springfield, Massachusetts

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 shift would be between our hours of operations, and will be determined based on performance.

If this sounds like a fit, we’re looking to hire a Call Center Specialist to join our team. Upcoming Training Class: Early January 2021

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:

  • Focus on the Customer – know your customer and add value with a sense of urgency. You will demonstrate the ability to anticipate the needs of customers, build rapport with them, ask appropriate questions and understand how to create a best-in-class client experience

  • Act with Integrity – adhere to high ethical standards

  • Team player - you partner with others to achieve results that leverage the right resources

  • Results oriented - you focus on winning and consistently exceeding expectations

  • Solve problems - you adapt to changes in the market, are tech savvy and efficiently navigate through systems to resolve service requests as they arise

  • Organizational driver – you play a role in the future of our organization through making suggestions and participating in the process to continually improve the way we provide customer solutions

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:

  • 2+ years of customer service experience

  • High School Diploma (or GED)

  • Proficiency with Microsoft Office Suite

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

  • College Degree

  • Strong communication and interpersonal skills

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

  • Bilingual a plus (Spanish)

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

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