Call Center Specialist

We’re growing, and our clients deserve the best. As a Call Center Specialist within our Annuity Call Center, you will be the voice of the MassMutual brand. In this role, you will provide high quality, accurate and time-sensitive service to our customers and career agency system via our 800 # phone lines. You will answer questions about annuity products. You will also place an emphasis on knowledge, problem solving, adherence to policies and procedures while demonstrating a positive attitude and behaviors. All of these qualities support the needs of our MassMutual customers.

• Hours of operation: 8am–8pm EST (shifts to be determined)

• Monday–Friday (NO WEEKENDS)

• Salary-$42,000 Annually

• 8 Weeks Paid Virtual Training

• Start Date: September 18th, 2023.

THE IMPACT:

• 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.

MINIMUM QUALIFICATIONS

• High School Diploma (or GED)
• 1+ years of customer service experience
• 1+ years of experience with Microsoft Office Suite
• Availability to work any shift within the operating hours of 8am-8pm EST and overtime as required.
• Must be able to attend mandatory training from September 18th to November 20th without interruption.

IDEAL QUALIFICATIONS

• Strong communication and interpersonal skills
• Experience with Insurance products, financial products, hospitability or retail sales with a high degree of direct customer contact
• 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.
• Applies product knowledge and critical thinking skills to handle problems independently but seeks guidance in highly complex situations.
• Must be able to navigate Microsoft Office suite (Word, Excel, SharePoint, Teams)

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