Job Post - 50494647
Job Title Customer Service Representative Employment Type Reference Code
Regular Full-time 0002-NC50494647_001 Location
Springfield STATE ST - MMFG
Company Chartered in 1851, Massachusetts Mutual Life Insurance Company ("MassMutual" or the "Company") is a leading mutual life insurance company that is run for the benefit of its members and participating policyholders. The Company has a long history of financial strength and strong performance, paying dividends to eligible participating policyholders every year since the 1860s. MassMutual is headquartered in Springfield, Massachusetts and its major subsidiaries include OppenheimerFunds, Inc., Babson Capital Management LLC, Cornerstone Real Estate Advisers LLC, Baring Asset Management Limited and First Mercantile Trust Company. MassMutual Financial Group ("MMFG") is a marketing name for Massachusetts Mutual Life Insurance Company and its affiliated companies and sales representatives. MMFG is a global, diversified financial services organization providing life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, annuities, investment management, mutual funds and trust services to individual and institutional investors. With whole life insurance as its foundation, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual, or its subsidiaries, also have operations in Asia, Europe and Latin America. MassMutual has maintained some of the highest financial strength ratings in any industry, and is committed to maintaining a position of preeminent financial strength by achieving consistent, long-term profitable growth. In total, MassMutual worldwide insurance in-force was $532 billion at the end of 2009, and assets under management were $420 billion. Premium and other deposits totaled $27 billion for 2009. MassMutual is ranked 135 on the Fortune 500 list and was also named one of Fortunes "Most Admired" companies.
Department U.S. Insurance Group
Job Summary The USIG Service Center Customer Service Representatives' primary goal is to provide high quality service to our customers and career agency system via our 800 # phone lines. These individuals will be trained to answer questions on Life Insurance products. This will be done by providing high quality, accurate, and time-sensitive service to our customers with an emphasis on knowledge, accommodation, attitudes and behaviors that support the needs of our MassMutual customers.
Role Characteristics MassMutual is an Affirmative Action/Equal Employment Opportunity Employer (M/F/V/D).
Job Responsibilities & Requirements
Respond and resolve service requests of policy owners, general agents, producers, and field personnel maintaining ownership and accountability until completed or within established turn around times
Meet the established goals and objectives for your unit/department that support the broader organization
Follow department procedures, guidelines as outlined in Quest Make suggestions that continually improve the way we provide customer service.
Participate in department/divisional projects
College degree and/or equivalent customer service/call center experience preferred.
Strong customer service orientation.
Financial Services customer service experience and/or product knowledge a plus.
Results driven and detail oriented with strong problem solving and analytical skills.
Ability to work in fast paced environment, supporting an 8am to 8pm operation.
Ability to work well independently, as well as in a team environment.
Ability to contribute to a positive work environment.
Ability to multi-task.
Demonstrate innovative thinking by analyzing current processes and make suggestions for improvement.
Demonstrate a capacity to anticipate callers' needs and create highly satisfied callers. Build relationships so as to position MassMutual as a superior financial resource.
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.
Fluency in Spanish or other languages 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 is an Affirmative Action/Equal Employment Opportunity Employer (M/F/V/D).
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