Job Details

Digital Customer Service Advocate

Springfield, MA, United States

Posted on
Jun 30, 2020

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Do you want to be part of a team that encourages your growth, supports your ambitions and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual, we help millions of people find financial freedom, offer financial protection and plan for the future. We do this by building trust with our customers by being knowledgeable problem solvers and prioritize their needs above all else. We Live Mutual.

If this sounds like a fit, we’re looking to hire a Digital Customer Care Specialist to join our Digital Customer Care team.

Why we need you.

We’re growing and our clients deserve the best. As a Digital Customer Care Specialist, you’ll have an opportunity to be a part of a team that is helping us achieve our company's strategic imperatives by helping more Americans protect the ones they love in a digital way. 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. We also highly value strong communication skills, a passion for learning, leadership traits, resilience and self-awareness.

What success looks like.

Strong learning agility, critical thinking and effectively utilizing data to drive decisions
Inclusion: A team mindset, encouraging individual engagement, building trust, fostering strong relationships and doing whatever it takes to get the job done for each and every member of our team
Resilience: Ability to rebound from failures, seeing the lesson as the opportunity to learn and grow and demonstrating composure and confidence in difficult and turbulent times

What your days and weeks will include.

Provide assistance to applicants, policyholders, advisors & brokers and their field support staff (Assistants, New Business Coordinators, etc.) for our MassMutual Direct and all Coverpath products via phone, email & chat spanning both pre-policy and post-issue servicing.
For pre-policy servicing, provide quotes, guide the prospective customer through the application process & any technical challenges, schedule/manage medical exams and explain workflows and procedures related to the application process.
Support advisors/brokers/field staff through sending links, completing applications and monitoring application progress through their Account Center.
Interact with the underwriting team to respond to offers, follow-ups and questions.
For post-issue servicing, manage billing changes/issues, process policy changes, and support customers with their policy inquiries/requests (reinstatements, loans, dividend/rider changes, claims, etc.)
Handle policyholder inquiries and ensure that problems are resolved and action steps are communicated to the policyholder.
Process policy values (e.g., understand and calculate cash values, premium refunds or amounts due, loan balances or loan interest refunds).
Manage advisor requests to explore alternative coverage options when applicable.
May act as an SME, coach and/and trainer for less experienced team members.

The skills that make you a great fit.

Experience managing underwriting cases for life insurance policies (New business Case Management)
Seasoned individual capable of helping with our strategic approach and execution of our digital servicing and initiatives that drive exceptional experiences and success for the organization
Comfort with limited role clarity and definition, being broader than deep, adapting to changing team needs and requirements rather than sitting in a defined box
Strong client-facing skills, excellent multi-tasking, self-organization and prioritization skills
Excellent verbal and written communication skills, leveraging good interpersonal skills and team mindset
Ability to collaborate, negotiate, influence, build trust and maintain strong working relationships while demonstrating humility, respect, urgency, curiosity and courage
Works well in diverse, fast paced and dynamic professional environment
Demonstrates strong energy level and a passion for service and performance excellence

Why Join Us.

We’ve been around since 1851. During our history, we’ve learned a few things about making sure our customers our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard.

Does this sound like a great fit? Apply today!

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.

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