MassMutual Financial Group Customer Relations Consultant in Springfield, Massachusetts

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

​​

POSITION SUMMARY

With increasing autonomy, investigate, analyze, respond to and resolve written customer and regulatory complaints. Interact with policy owners, regulators, business areas, attorneys, and the Field, as appropriate. Manage customer expectations. Resolve complaints based on a thorough review of facts, taking into account the customer's viewpoint, information provided by the producer and/or agency, related regulations, company practices and procedures and the impact to the Company. Design and negotiate cost-effective settlement solutions that are creative and equitable for both the customer and the Company. Consultant is responsible for handling both insurance- and securities-related complaints.

RESPONSIBILITIES

  • Complaints must be given a high priority and must be handled equitably, accurately, completely, and in a timely fashion.

  • Complaint handling is a critical function from a regulatory, litigation, and reputational perspective, and is often a last chance to demonstrate that the Company is truly customer centric. With increasing autonomy, the Customer Relations Consultant is responsible for the prompt handling and resolution of written customer complaints. The Customer Relations Consultant will review, investigate, analyze and respond to written complaints within designated time frames.

  • Must possess the ability to make independent decisions and work autonomously.

  • In performing the complaint investigation role, the Customer Relations Consultant must possess the ability to prepare high quality correspondence, written at the level of the recipient’s understanding.

  • Must inform other areas of potential issues, as needed, throughout the process (Field Relations, Field Investigations, Corporate Audit, Sales Material Review, Product areas, etc.).

  • Responsible for identifying and recommending policy/procedural changes (based on observations or issues identified during the complaint handling process) for various business units and the producer manuals to help reduce and/or eliminate complaints.

  • Share technical expertise and product knowledge, and suggest procedural enhancements to the complaint resolution process.

  • Responsible for other duties, as assigned, emphatic listening skills, and the ability to diffuse confrontational callers.

QUALIFICATIONS

  • Ability to negotiate and manage multiple priorities, manages stress, and work independently.

  • Strong knowledge of Company products and operations, or a commitment and demonstrated capacity to quickly develop this knowledge.

  • Complaint handling/dispute resolution skills or a commitment and demonstrated capacity to quickly develop these skills.

  • Relentless customer centricity, objective viewpoint, and flawless communication skills (verbal and written)

  • Authorized to work in the US without sponsorship now or in the future.

PREFERRED QUALIFICATIONS

  • 5-7 years of professional business experience

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)