THE OPPORTUNITY

We're growing, and our clients deserve the best. As a Case Management Specialist, you will have an opportunity to provide our customers with high quality information about their coverage.

THE TEAM

As a Client Management Specialist you will be part of a team that encourages your growth, 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 IMPACT

As a Client Management Specialist your responsibilities will include, but are not limited to the following:

• Process varied service requests in a Service Center hybrid environment 
• Provide all documentation to expedite underwriting and meet customer expectations
• Confirm policy information to customer and provide knowledgeable information on their coverage
• Provide end-to-end processing for the Direct to Consumer line of business

• Take calls over the 800 line during hours of operations 9am - 6pm Eastern Time and process requests as received
• Apply knowledge to handle a majority of complex problems independently and make suggestions to update Quest and SOP's as needed
• Build and strengthen relationships with clients, understanding their needs to offer appropriate options for policy retention, supporting their desire to protect the ones they love
• Seek and implement ways to improve operations, processes and procedures
• Service the business and process address changes, initial payments, benefit changes, policy reinstatements, loans and surrenders
• Identify, recommend, and implement conservation approaches to enhance asset retention and improve persistence  
• Respond to telephone or electronic escalated or complex inquiries/service requests
• Focus on quality control, processing goals, training, team metrics and process improvements
• Perform some lead worker duties such as assist in training, and mentoring.

MINIMUM QUALIFICATIONS

• Experience communicating with a diverse audience over the phone
• Experience with Change Management methodologies
• Experience working in a fast-paced dynamic professional environment
• Experience with Microsoft Office Suite (Word, Powerpoint, Excel, Outlook)
• 2 years Call Center or Customer Service experience in telephone based environment

IDEAL QUALIFICATIONS:

• Strong energy level and a passion for performance excellence and talent management
• Flexible, can-do attitude, self-motivated, self-sufficient and ability to work effectively with peers and business partners

WHAT TO EXPECT AS PART OF MASSMUTUAL AND THE TEAM

• Regular meetings with the Insurance Operations Team
• Focused one-on-one meetings with your manager
• Access to mentorship opportunities
• 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 informational platforms
• Your ethics and integrity will be valued by a company with a strong and stable ethical nosiness with industry leading pay and benefits

About MassMutual

We've been around since 1851. During our history, we've helped millions of people find financial freedom, offer financial protection, and plan for the future.

Today, we continue to develop meaningful relationships with our customers by building their trust, being knowledge problem solvers and always prioritizing their needs. MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It's more than our company structure – it's our way of life.  

MassMutual was recognized as an Ethisphere 2019 World's Most Ethical Company, a Top Place to Work in 2019 according to The Boston Globe and named among America's Best Employers for Diversity according to Forbes 2020. MassMutual ranks No. 84 on the Fortune 500 list of largest companies. 

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

#LI-DC1

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.