Bilingual Customer Service Representative

  • MassMutual
  • Phoenix, AZ, United States
  • Nov 15, 2017
Full time Customer Service

Job Description

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 invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.

Ranked No. 77 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2017), MassMutual continues its long history of financial strength. MassMutual is one of DiversityInc’s 2016 Top 50 Companies for Diversity, ranked a 2016 Top 10 company for Executive Women by the National Association for Female Executives, and 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 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) and was named 2016 Military Friendly Employer by Military Friendly.  Our passion for diversity and inclusion is not only about doing the right thing; it also helps us achieve our purpose to help people secure their future and protect the ones they love.

In addition, MassMutual has been recognized as a World’s Most Ethical Company by Ethisphere. As an organization, we have a responsibility to our policyowners and customers to do business ethically and in compliance with all laws and regulations. This philosophy has guided us from the beginning, and it is a fundamental part of our success.

Together, we’re stronger.

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

Bilingual Customer Service Representative/ Call Center Specialist

 Position Summary

We are seeking energetic and motivated Bilingual Customer Service Representative to join the dynamic Workplace Solutions and Life Insurance department in Phoenix, AZ! As a Customer Service Representative, you are the voice of the MassMutual brand. The primary goal is to provide high quality, accurate and time-sensitive service to our customers and/or career agency system via our 800# phone lines. The CSR will be trained to answer questions about MassMutual products with an emphasis on knowledge, problem solving, adherence to policies and procedures.

The hours of operation are Monday – Friday from 8am – 9pm EST. Your full time shift would be between our hours of operations.

 Job Responsibilities

  • 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
  • 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
  • Educating customers about the services MassMutual provides
  • 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.
  • Inbound customer service that may require follow-up, sending forms and letters and adheres to policies and procedures
  • Makes decisions that impact accuracy of data, utilization of equipment, and/or quality of output which ultimately impact cost/ revenue
  • Applies knowledge to handle many problems independently but seeks guidance in highly complex situations
  • Multitasking with multiple systems and tools to meet the established goals and objectives; customer experience, first contact resolution, call quality and call handling time.
  • Able to work in a fast paced, metric driven environment with proficiency in multitasking and navigating multiple systems and windows
  • 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.
  • 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

Required Qualifications:

  • 1+ years of customer service experience
  • Excellent written, verbal, active listening and interpersonal skills required
  • Proficiency with Microsoft Office Suite
  • High School Diploma (or GED)
  • Authorized to work in the United States without sponsorship now or in the future
  • Availability to work any shift within the operating hours of 8am-8pm EST and overtime as required 

 Preferred Qualifications

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

 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 exceeds expectations, beat the competition

MassMutual Financial Group 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.


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