Quick Snapshot
Job Type: Full-time
Salary: $45,000 per year plus ability to earn 5% annual bonus
Firm: MassMutual
Location: Remote
Work Schedule: ANY 8-hour shift between 8 AM–8 PM Eastern Time, Monday–Friday; no weekends
Overview
To meet our customers’ needs, our customer service team leverages process improvements, data, and technology solutions. We have transformed our operating model to realize our vision of delivering personalized and exceptional experiences when they matter most.
In our customer service roles, you’ll receive a competitive base salary and be eligible for a performance-based bonus. We prioritize work-life balance, with structured days that ensure when you’re done with work, you’re truly done. Our call center operates Monday through Friday, giving you your weekends free. From your first day of employment, you’ll have access to a comprehensive benefits package (if scheduled for 20+ hours per week), which includes health, life, and retirement plans, along with additional perks to support your well-being.
Job Description
The Opportunity
We’re growing, and our clients deserve the best. As a remote Customer Service Associate within our Life Customer Care Center, you’ll have an opportunity to develop highly personalized experiences for our customers. In this role, as well as all roles within MassMutual, you will demonstrate accountability, agility, inclusivity, a strong business acumen, and show courage, even in the most difficult situations.
- Must be willing to work ANY 8-hour shift within our hours of operation, 8am–8pm Eastern Time, Monday–Friday, based on business need (NO WEEKENDS)
- SALARY: $45,000- plus ability to earn 5% annual bonus
- 12 Weeks Paid Virtual Training
- Must be able to attend mandatory training from July 6th to September 25th without interruption.
The Team
You will join our Life Service Center team. We are a team that is customer-focused & consultative. We highly value strong communication skills, a passion for learning, leadership traits, resilience, and self-awareness. We are the experts in Life Insurance products at MassMutual and emphasize problem solving and adherence to policies and procedures.
The Impact
- 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
Award-Winning Culture
MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company operated for the benefit of our members and participating policyowners, we are defined by mutuality and our vision to provide financial well-being for all Americans. It’s more than our company structure — it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources and rely on each other when it counts.
We strive to build a thriving community where everyone is valued, included, and feels that they belong.
At MassMutual, we Live Mutual.
How We Work
MassMutual’s flexible workplace approach combines the importance of connecting in person and the flexibility of working remotely. Our hybrid model puts collaboration first with employees coming in at least three days per week to our spectacular campus settings and also enjoying the flexibility of remote Fridays, company-wide remote weeks, and a bank of flexible remote weeks to use throughout the year.
Benefits for the whole you (and your loved ones)
There’s more to your life than your job and there’s more to your aspirations than a paycheck. We take a holistic view of compensation and benefits that provides the flexibility to create a healthy balance in your life for work, family, and community. We offer the benefits you’d expect, like medical, dental, 401(k), and generous vacation time, but we also offer ones you might not expect, like three paid days for volunteering, a $1,250 annual Well-Being Wallet, and up to 320 hours of caregiver leave.
Explore some of our offerings below.
Paid Time Off
- In addition to generous vacation time, paid holidays, and flexible holidays, MassMutual offers ‘take care’ time to care for yourself or someone you love—whether for physical illness or mental health.
Health & Well-Being
In addition to top-line medical and dental coverage, personalized mental health solutions, on-site and virtual health coaching, and much more, MassMutual reimburses employees up to $1,250 per year for eligible expenses supporting mental, physical, and financial well-being.
Financial Well-Being
In addition to competitive salaries and bonuses, educational assistance programs, and much more, MassMutual offers up to a 10% total 401(k) benefit, consisting of a 5% company match and a 5% annual contribution.
Taking Care
MassMutual offers generous maternity and parental leaves, as well as bereavement leave to mourn the loss of a loved one (and the employee defines ‘loved one’). In addition, we offer up to 320 hours of caregiver leave to help employees support loved ones in times of need.
Giving Back
MassMutual offers three paid days for employees to volunteer with eligible nonprofits of their choice, and the MassMutual Foundation matches employee donation dollars to eligible nonprofit organizations up to $5,000 annually.
Commuter Benefits
MassMutual offers a Qualified Commuter Program through which eligible employees can pay qualified workplace commuting expenses with before-tax dollars, as well as a commuter wallet option for employees based at Boston and NYC campuses.
The Minimum Qualifications
- 1+ years of customer service experience (or Undergrad Degree in lieu of experience)
- High School Diploma (or GED)
The Ideal Qualifications
- 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)
- Able to work in a fast paced, metric driven environment with proficiency in multitasking and navigating multiple systems and windows
#LI-AA1
#LI-REMOTEMassMutual is an equal employment opportunity employer. We welcome all persons to apply.
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
California residents: For detailed information about your rights under the California Consumer Privacy Act (CCPA), please visit our California Consumer Privacy Act Disclosures page.
MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
Glassdoor is handling all recruitment for this role. As this is a newly opened vacancy, if this opportunity excites you, head over to Glassdoor and