Call Center Specialist - Specialty
Why we need you.
We're growing, and our clients deserve the best. As a Call Center Specialist on the Specialty team, you'll have an opportunity to be trained to answer questions for our career agents with an emphasis on knowledge, problem solving, and adherence to policies and procedures. 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:
- You will provide primary service contact with registered representatives for our variable and universal life policies
- You will conduct research and work with appropriate resources to obtain valid information
- You will consult with appropriate resources to identify action required in accordance with corporate compliance and regulatory requirements
- You will provide professional, accurate, prompt service to registered representatives & customers, offering respect, courtesy, and a sense of urgency at all times.
- You will establish rapport in servicing agencies requiring increasing sensitivity to meet their complex needs and/or high volumes.
- You are a subject matter expert in one or more lines of business ? and you are willing to expand your knowledge set into other areas of business
- You foster an atmosphere where differing ideas and opinions are welcome
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
- Experience with Group Universal Life Insurance, financial products, hospitality or retail sales with a high degree of direct consumer contact