Job details

Digital Operations Customer Care Specialist

The Opportunity

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.

This position is 100% remote, work from home anywhere in the US; highly competitive pay & benefits beginning on Day One; Monday – Friday 8-hour shifts, and operating hours are 8am – 8pm EST

Description:

As a Digital Customer Care Advisor, you will primarily be supporting our financial advisors in the field, with additional support of individual policy-holders, across a wide range of issues. You will serve as the primary liaison between advisors and our underwriting teams, ensuring that new policies move smoothly through the application process through to approval. You’ll provide a high level of technical support help to our advisors to effectively submit, track & service applications through our digital platform. You’ll also service advisors and policy-holders with a wide-range of post application servicing issues for existing policies. You’ll accomplish all of this in a fast paced, multi-channel contact center while also helping customers navigate through a frequent and dynamically changing environment as we continue to build new capabilities in our digital platforms, and migrate existing policies onto them.

Role Responsibilities & Expectations:

Serve as a liaison between financial advisors and underwriting to ensure that all new business applications are processed smoothly and in a timely manner
Work to ensure that applications are moving through the necessary steps within established SLA’s and follow up on open items where appropriate
Take ownership of cases and ensure that all parties are up to date on current statuses, explain workflows and procedures related to the application process, and set appropriate expectation
Facilitate requests from underwriters, including but not limited to ordering physician statements, special authorization forms, follow-up questions
Support paramed process (scheduling/rescheduling/cancelling labs with vendors; ingesting lab slips; explaining Coverpath paramed process)
Manage advisor requests to explore alternative coverage options when applicable.
Resolve Commissions/Licensing/Credentialing inquiries for advisors
Manage amendments to policies (update face amounts/term length; correct/adjust application responses from clients; add/remove riders)
Provide technical support to financial advisors using the Coverpath digital platform
Guide users through the necessary steps to submit applications or make changes, using co-browse technology where needed
In cases of system functionality problems, perform technical troubleshooting, identify gaps, and gather & submit the appropriate details to technical support teams to resolve
Understand known system gaps or limitations and employ work-arounds as needed to resolve customer issues
Identify and report to leadership system gaps or functionality limits that cause customer or agent friction
Perform post-issue policy maintenance/inquiries (billing/payments; beneficiary changes; conversions; reissues; cancelations; collateral assignments; death notice, etc.)
Handle policyholder inquiries and ensure that problems are resolved and that policyholders are educated appropriately on next steps
Process policy values (e.g., understand and calculate cash values, premium refunds or amounts due, loan balances or loan interest refunds)
Build rapport with each customer, asking probing and pertinent questions to understand and deliver on requests on the first contact.
Use resources to accurately apply knowledge to handle problems independently and appropriately seek guidance for more complex situations
Communicate effectively to anticipate the needs of our customers and effectively problem solve and de-escalate policy related inquiries and requests

Qualifications

High school diploma or GED; College Degree preferred or some level of college attendance
3+ years of related customer service experience with heavy interaction with customers on phone, text, and email
3+ years experience in servicing high value clients in either a B2B or B2C environment; experience doing so in a contact center environment a plus
Previous contact center experience is not required, but strongly preferred
Flexibility to work any schedule within 8am-8pm EST Monday – Friday with limited weekend hours. Remote work experience preferred

Preferred qualifications

1+ year contact/call center experience ideally; preferably 3 years +
Proven ability to handle both time sensitive requests and confidential information with appropriate levels of urgency & discretion
Experience with servicing either a technical or digital product set and ability to walk callers through complex procedures and educate them on use of the system
Experience operating in a multi-channel environment communicating with customers via phone, chat & email
Demonstrated excellence in writing & typing skills
Excellent communication skills with a wide variety of stakeholders, including end users, technical teams, and leadership
Direct or related experience with financial services required, with direct experience in fintech or life insurance products a plus
Ability to operate and adapt in a rapidly changing environment
Comfortable with structured scheduling – scheduled breaks and lunches and willingness to adjust your schedule when there are business needs
Comfort with limited role clarity and definition, being broader than deep, adapting to changing team needs and requirements rather than sitting in a defined box
Strong client-facing skills, excellent multi-tasking, self-organization and prioritization skills
Ability to collaborate, negotiate, influence, build trust and maintain strong working relationships while demonstrating humility, respect, urgency, curiosity and courage
Works well in diverse, fast paced and dynamic professional environment
Demonstrates strong energy level and a passion for service and performance excellence
Exceptional verbal and written communication skills
Strong attention to detail and ability to multi-task efficiently
Strong computer aptitude and ability to learn new technology