Customer Service Associate
As a Customer Service Associate in our Pension Risk Transfer team, 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, a dedication to be inclusive, a strong business acumen, and will show courage, even in the most difficult situations. As the voice of our brand, you will be the customer’s go-to resource and a vital part of their experience with MassMutual.
Location: Springfield, MA – Hybrid
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)
2 Weeks Paid Training
Salary: $42,000- plus ability to earn 5% annual bonus
Start Date: August 28th , 2023
As a CSA/Call Center Specialist, you will join our Pension Risk Transfer (PRT) 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 Institutional Solution products at MassMutual and emphasize problem solving and adherence to policies and procedures.
Become an internal stakeholder in the future of our organization. This is accomplished through making suggestions and participating in the process of continually improving the way we handle customer service.
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 the services MassMutual provides for their retirement needs
Apply knowledge to handle many problems independently while seeking guidance in highly complex situations
The Minimum Qualifications
High School Diploma (or GED)
1+ year of customer service experience in any industry.
1+ year experience using Microsoft Office
The Ideal Qualifications
2+ years of customer service experience
Previous experience working with financial products: Insurance, Pension, Annuities, etc.
Bilingual a plus (Spanish)
Able to work in a fast paced, metric-driven environment with proficiency in multitasking and navigating multiple systems and windows.
What to Expect as Part of MassMutual and the Team
Regular meetings with the PRT Service Center 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 business with industry leading pay and benefits
We’ve helped millions of people find financial freedom, offer financial protection, and plan for the future.
MassMutual was recognized as an Ethisphere 2021 World’s Most Ethical Company, a Fortune 2021 World’s Most Admired Company, and a Top Place to Work in 2020 according to The Boston Globe. MassMutual was also named among America’s Best Employers for Diversity according to Forbes 2021.