Call Center Specialist Mon-Fri Shift

  • MassMutual
  • Springfield, MA, United States
  • Oct 31, 2017
Full time Customer Service

Job Description

Founded in 1851, MassMutual is committed to its purpose: We help people secure their future and protect the ones they love. Ranked No. 76 in the annual FORTUNE® 500 ranking (FORTUNE® Magazine, 6/15/16), MassMutual continues its long history of financial strength. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans achieve their financial goals. We continue to be recognized for our efforts to create a diverse and inclusive workplace! MassMutual is one of DiversityInc’s 2016 Top 50 Companies for Diversity and ranked a 2016 Top 10 Company for Executive Women by the National Association for Female Executives. In 2015, after more than 15 years of earning a place on the Working Mother Top 100 Best Companies list, MassMutual was inducted into the Working Mother Hall of Fame. MassMutual also scored 100 percent on The Human Rights Campaign's Corporate Equality Index (CEI) to earn a spot on the CEI Best Places to Work List (2016).  In addition, MassMutual has been recognized as a World’s Most Ethical Company by the Ethisphere Institute and 2016 Military Friendly Employer by Military Friendly.  For more information, visit or find us on Facebook, Twitter, LinkedIn, YouTube, Google+ and Pinterest. 


The Licensed Call Center Specialist’s primary goal is to provide high quality service to our career agency system via our 800 # phone lines. The specialist will assist callers in providing support for information regarding inquiries, service requests, and problem resolution.  Information and service provided will be accurate and time-sensitive with an emphasis on knowledge, accommodation, attitudes, and behaviors that support the needs of our career agents. 


Core Responsibilities:

  • Provides primary service contact with registered representatives.
  • Conducts research and contacts appropriate resources to obtain valid information.
  • Consults with appropriate resources to identify action required in accordance with corporate compliance and regulatory requirements.
  • Ability to provide professional, accurate, prompt service to registered representatives & customers, offering respect, courtesy, and a sense of urgency at all times.
  • Establishes rapport in servicing agencies requiring increasing sensitivity to meet their complex needs and/or high volume.
  • Able to provide exceptional service required for administration of special, complex, and/or unique situations.
  • Able to maintain uniformity and consistency in decision-making process.
  • Is a subject matter expert in one or more lines of business and is willing to expand knowledge of other areas of business.
  • Fosters an atmosphere where differing ideas and opinions are welcome and can be discussed.


Required Qualifications & Competencies:

  • College degree and/or equivalent customer service experience preferred
  • Results driven and detail oriented with strong problem solving and analytical skills
  • Ability to work well independently, as well as contribute to a positive team environment
  • Aptitude to multi-task and take on additional assignments/projects as warranted
  • Innovative – demonstrates ability to analyze current processes and make suggestions for improvement
  • Ability to efficiently navigate through systems/website to maximize time with callers.
  • Excellent written, verbal, listening and interpersonal skills required
  • Knowledge of Microsoft Office Products with strong keyboarding skills

    Winning Ways

    • Focus on the Customer: Know your customers well; add value with a sense of urgency.
    • Act with Integrity: Be trustworthy, adhere to high ethical standards and adhere to the letter and spirit of applicable laws, rules, regulations and company policies
    • Value People: Lead people to success; appreciate diverse backgrounds, ideas and experiences.
    • Work Collaboratively: Partner with others to achieve results that leverage the right resources
    • Achieve Results: Focus on winning; consistently exceed expectations, beat the competition

    MassMutual Financial Group is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.


Call Center