Customer Care Specialist

The Opportunity

Were growing, and our clients deserve the best. As a remote Customer Service Associate within our Annuity Call Center, youll 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 operations, 8am-8pm Eastern Time, Monday- Friday, based on business need (NO WEEKENDS)
• Salary: $45,000- plus ability to earn 5% bonus
• 8 Weeks Paid Virtual Training
• Upcoming Training Class: July 21, 2025 - September 19, 2025
• Wired high speed internet required, (No Wi-Fi)

The Team

You will join our Annuity Customer Care 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 Annuity products at MassMutual and emphasize problem solving and adherence to policies and procedures.

The Impact

• Build a 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 annuity contracts with MassMutual
• Apply Knowledge to handle many problems independently while seeking guidance in high 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

The Minimum Qualifications

• 1+ year of customer service experience (or Undergrad Degree in lieu of experience)
• High School Diploma (or GED)

What to Expect as Part of MassMutual and the Team

• Regular meetings with the Annuities Call Center Team
• Focused one-on-one meetings with your manager 
• Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQIA+, 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 

The Ideal Qualifications

• 2+ years of Customer Service Experience
• Proficiency with Microsoft Office Suites
• Bilingual a plus (Spanish)
• 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
• Able to work in fast paced, metric driven environment with proficiency in multitasking and navigating multiple systems and windows

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If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

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.