MassMutual Financial Group Call Center Specialist in Phoenix, Arizona

Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We’re people helping people.

A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are the foundation of what makes MassMutual a strong, stable and ethical business. We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.

Together, we’re stronger.

Description

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POSITION SUMMARY

We are seeking energetic and motivated Call Center Specialists to join the dynamic Workplace Solutions department in Phoenix, AZ and Enfield, CT! As a Call Center Specialist, you are the voice of the MassMutual brand. The primary goal is to provide high quality, accurate and time-sensitive service to our customers. The Call Center Specialist will be trained to answer questions about Workplace Solution products with an emphasis on knowledge, problem solving, adherence to policies and procedures.

The hours of operation are Monday – Friday from 8am – 8pm EST. Your full time shift would be between our hours of operations.

The start date for this role is January 14, 2019.

RESPONSIBILITIES

  • Strong Interpersonal Skills

  • Strong learning agility

  • Results oriented

  • Excellent communication skills and demonstrates the ability to anticipate the needs of the callers, build rapport with each customer, ask probing questions and understand how to create a best-in-class client experience and resolve customer requests on the first contact

  • Educating customers about the services MassMutual provides for their retirement needs

  • Adapt to changes in the market, industry or company policies and business conditions

  • Balance time effectiveness and efficiency to ensure our department meets expected service levels

  • Meet the established goals and objectives; customer experience, first contact resolution, call quality and call handling time. Additionally, 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

  • Solid technical skills. 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.

BASIC QUALIFICATIONS:

  • Excellent written, verbal, active listening and interpersonal skills required

  • Proficiency with Microsoft Office Suite

  • High School Diploma (or GED)

  • Qualify as a fingerprinted person under FINRA

  • Authorized to work in the United States without sponsorship now or in the future

PREFERRED QUALIFICATIONS

  • College degree

  • 1+ years of customer service experience

  • Experience with financial products, hospitality or retail sales with a high degree of direct customer contact is a plus!

  • Bilingual Spanish Speaking

Ranked No. 93 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2018) and recognized as a World’s Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. 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. At MassMutual, we Live Mutual.

CORE VALUES

Focus on the Customer: We understand our customers well and look for every opportunity to deliver an experience that is clear, easy, personal, human, empowering and trustworthy.

Act with Integrity: We deliver on our promises by being open, honest and humble and by adhering to the letter and spirit of applicable laws, rules, regulations and company policies.

Value People: We respect and learn from each other’s diverse backgrounds, experiences and ideas. We engage and develop people to their greatest potential.

Work Collaboratively: We work together to achieve results by actively listening, seeking, understanding and creating solutions as a unified team driving toward one company, one culture, one brand.

Achieve Results: We focus on winning by exceeding expectations and getting better – everyone, every day.

For more information, visit www.massmutual.com or find us on Facebook, Twitter, LinkedIn, YouTube, Google+, Instagram and Pinterest.

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

At MassMutual, we’re fostering an inclusive and dynamic environment where our employees are valued for who they are and can build successful careers. For us, diversity and inclusion is more than a goal, it’s the only way forward.

• 100% rating on the Human Rights Campaign Corporate Equality Index (2018)

• National Association for Female Executives Top Company for Executive Women (2018)

• Disability Equality Index® (DEI) Best Place to Work for Disability inclusion (2018)

• Working Mother Media 100 Best Company (2017)

• Military Friendly Employer (2018)