Digital Customer Care Consultant
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.
If this sounds like a fit, we?re looking to hire an Advisor Services Specialist to join our Digital Operations team.
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Why we need you.
We?re growing and our clients deserve the best. As the Digital Operations ? Coverpath Advisor Services Specialist, you?ll have an opportunity to support the needs of this growing business.? In this role, you will be accountable for researching, analyzing, reconciling data, and resolving compensation and recognition inquiries and issues while partnering with the Digital Operations Customer Care, MMUS Producer Services, Coverpath Distribution and Coverpath Product teams.? 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.
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What success looks like.
Executing the workflows and procedures that support the compensation and recognition needs of the business while providing exceptional experiences for our field partners and internal constituents
Strong learning agility, critical thinking and effectively utilizing data to drive decisions
Inclusion:? A team mindset, encouraging individual engagement, building trust, fostering strong relationships and doing whatever it takes to get the job done for each and every member of our team
Resilience:? Ability to rebound from failures, seeing the lesson as the opportunity to learn and grow and demonstrating composure and confidence in difficult and turbulent times
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What your days and weeks will include.
Support our advisors and other field staff by responding to all Coverpath commission and recognition inquiries while identifying and resolving issues in a timely fashion with quality results.
Gather and compile data to manually distribute compensation for some cases every commission close.
Run reports and analyze results to provide detail necessary to reconcile policy level data across systems.
Analyze policy activity to determine possible corrective action.? This may involve calculating commissions and determining recognition credits while working with subject matter experts to ensure corrective action is processed.
Identify potential data integrity issues and submit defect requests to our technical team to make corrections.
Take a lead role in developing procedures as new functionality rolls out.? This involves independently and proactively identifying needs,? engaging key business players, understanding risks, influencing results, and recommending approaches.
Drive continuous improvement through identifying opportunities, problem solving, and updating procedures/documentation.
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The skills that make you a great fit.
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Demonstrated success in customer service and ability to work well in a team environment
Capability to build trust and business relationships quickly
Ability to multitask, prioritize work, and operate with a sense of urgency
Capacity to bring innovation and continuous improvement to all that we do
Ability to problem solve and drive solutions through data-driven decisions
Acquired subject matter expertise with field compensation and/or field recognition (3+ years experience required)
Acquired business knowledge (career agent system, products, systems)?
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.
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Does this sound like a great fit? Apply today!
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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.?
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