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Summary
We’re growing, and our clients deserve the best. As a remote Customer Service Associate within our Disability Income (DI) Call Center, 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, inclusivity, a strong business acumen, and show courage, even in the most difficult situations.
Job Overview
- Job type: Part time
- Work setting: Work from home
- Location: Remote (Worldwide)
- Salary: $45,000 a year
- Employer: MassMutual
The Team
You will join our DI Service Center team. We are a team that is customer-focused & consultative. We highly value strong communication skills, a passion for learning, leadership traits, resilience, and self-awareness. We are the experts in DI products at MassMutual and emphasize problem solving and adherence to policies and procedures.
Responsibilities
- 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
- Educate customers about their insurance policies with MassMutual
- Apply knowledge to handle many problems independently while seeking guidance in highly complex situations
- Balance time effectively to ensure the department meets expected service levels
- Utilize multiple systems and tools to meet the established goals and objectives, including customer experience, first contact resolution, call quality and call handling time
Requirements
- 1+ years of customer service experience (or Undergrad Degree in lieu of experience)
- High School Diploma (or GED)
The Ideal Qualifications
- 2+ years of Customer Service Experience
- Proficiency with Microsoft Office Suite
- Experience with Insurance financial products, hospitality, or retail sales with a high degree of direct consumer contact and problem solving/critical thinking.
- Bilingual a plus (Spanish)
- Able to work in a fast paced, metric driven environment with proficiency in multitasking and navigating multiple systems and windows
What to Expect as Part of MassMutual and the Team
- Regular meetings with the team
- Focused one-on-one meetings with your manager
- Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups
- Access to learning content on Degreed and other educational/informational platforms
- Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits
MassMutual is an equal employment opportunity employer. We welcome all persons to apply.
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
California residents: For detailed information about your rights under the California Consumer Privacy Act (CCPA), please visit our California Consumer Privacy Act Disclosures page.
MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
Award-Winning Culture
MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company operated for the benefit of our members and participating policyowners, we are defined by mutuality and our vision to provide financial well-being for all Americans. 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.
We strive to build a thriving community where everyone is valued, included, and feels that they belong.
At MassMutual, we Live Mutual.
How We Work
MassMutual’s flexible workplace approach combines the importance of connecting in person and the flexibility of working remotely. Our hybrid model puts collaboration first with employees coming in at least three days per week to our spectacular campus settings and also enjoying the flexibility of remote Fridays, company-wide remote weeks, and a bank of flexible remote weeks to use throughout the year.
Benefits for the whole you (and your loved ones)
There’s more to your life than your job and there’s more to your aspirations than a paycheck. We take a holistic view of compensation and benefits that provides the flexibility to create a healthy balance in your life for work, family, and community. We offer the benefits you’d expect, like medical, dental, 401(k), and generous vacation time, but we also offer ones you might not expect, like three paid days for volunteering, a $1,250 annual Well-Being Wallet, and up to 320 hours of caregiver leave.
Explore some of our offerings below.
Paid Time Off
- In addition to generous vacation time, paid holidays, and flexible holidays, MassMutual offers ‘take care’ time to care for yourself or someone you love—whether for physical illness or mental health.
Health & Well-Being
In addition to top-line medical and dental coverage, personalized mental health solutions, on-site and virtual health coaching, and much more, MassMutual reimburses employees up to $1,250 per year for eligible expenses supporting mental, physical, and financial well-being.
Financial Well-Being
In addition to competitive salaries and bonuses, educational assistance programs, and much more, MassMutual offers up to a 10% total 401(k) benefit, consisting of a 5% company match and a 5% annual contribution.
Taking Care
MassMutual offers generous maternity and parental leaves, as well as bereavement leave to mourn the loss of a loved one (and the employee defines ‘loved one’). In addition, we offer up to 320 hours of caregiver leave to help employees support loved ones in times of need.
Giving Back
MassMutual offers three paid days for employees to volunteer with eligible nonprofits of their choice, and the MassMutual Foundation matches employee donation dollars to eligible nonprofit organizations up to $5,000 annually.
Commuter Benefits
MassMutual offers a Qualified Commuter Program through which eligible employees can pay qualified workplace commuting expenses with before-tax dollars, as well as a commuter wallet option for employees based at Boston and NYC campuses.
