We are seeking energetic and motivated Client Services Representatives to join the dynamic Annuity Insurance Call Center in Phoenix, AZ and Springfield, MA. As a Client Service Representative, you are the voice of the MassMutual brand. The primary goal is to provide high quality, accurate and time-sensitive service to our customers and career agency system via our 800 # phone lines. This position will be trained to answer questions about life insurance products with an emphasis on knowledge, problem solving, adherence to policies and procedures, positive attitude and behaviors that support the needs of our MassMutual customers. The hours of operation are Monday ? Friday from 8am ? 8pm EST. Your full-time shift would be between our hours of operation.

RESPONSIBILITIES?

• Inbound customer service that may require follow-up, sending forms and letters and adheres to policies and procedures
• Makes decisions that impact accuracy of data, utilization of equipment, and/or quality of output which ultimately impact cost/ revenue
• Applies knowledge to handle many problems independently but seeks guidance in highly complex situations
• Draw on excellent communication skills and demonstrating the ability to anticipate the needs of the callers, build rapport with each customer, asking probing questions and understanding how to create a best-in-class client experience and resolving customer requests on the first contact.
• Balance time effectiveness and efficiency to ensure our department meets expected service levels.
• Multitasking with multiple systems and tools to meet the established goals and objectives; customer experience, first contact resolution, call quality and call handling time.
• Becoming an internal stakeholder in the future of our organization through making suggestions and participating in the process to continually improve the way we provide customer service.

Upcoming Training Class: Our 6-week training class starts March 1.

QUALIFICATIONS

• High School Diploma (or GED)
• 2+ years of customer service experience
• Proficiency with Microsoft Office Suite
• Able to work in a fast paced, metric driven environment with proficiency in multitasking and navigating multiple systems and windows
• Solid technical skills. Having the ability to efficiently navigate through systems / websites to maximize time to respond and resolve the service requests of policy owners, general agents, producers, and field personnel maintaining ownership and accountability until completed, or within established turnaround times.
• Availability to work any shift within the operating hours of 8am-8pm EST and overtime as required?

PREFERRED QUALIFICATIONS

• College degree preferred
• Experience with Insurance products, financial products, hospitability or retail sales with a high degree of direct customer contact
• Bilingual (Spanish highly preferred)