Build rapport with each customer, ask probing questions and understand how to create a best-in-class experience and resolve customer requests on first contact.
Educate customers about their life insurance policies with MassMutual.
Apply knowledge to handle many problems independently while seeking guidance in highly complex situations.
Balance time effectively to ensure the department meets expected service levels.
Utilize multiple systems and tools to meet the established goals and objectives, including customer experience, first contact resolution, call quality and call handling time

1+ years of customer service experience (or Undergrad Degree in lieu of experience)
High School Diploma (or GED)
2+ years of Customer Service Experience
Proficiency with Microsoft Office Suite
Experience with Insurance or Annuity Servicing financial products, hospitality or retail sales with a high degree of direct consumer contact and problem solving/critical thinking.
Bilingual a plus (Spanish)

Customer Care Specialist

Key skills