Job Post - 50498847
Job Title Customer Service Consultant Employment Type Reference Code
Regular Full-time 0002-NC50498847_001 Location
Springfield STATE ST - MMFG
Company ** This position will be located in Enfield, CT in the near future**
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's worldwide insurance in-force was $503.7 billion at the end of 2011, and assets under management were $443 billion. Premium and other deposits totaled $22.9 billion for 2011. MassMutual is ranked 121 on the 2012 Fortune 500 list and was also named one of Fortunes "Most Admired" companies.
Department A Customer Service Consultant represents RS call centers by closely partnering with other business areas, focusing on improving workflows, procedures, and collaboration. This person ensures procedures are compliant, provides training around procedures, and has expertise in RS call centers. This person has autonomy when making decisions for call centers which includes updating workflows for all businesses and sending prompt communications. It is expected that the Customer Service Consultant audits the quality team, team specialists, and programs associated with both groups; performs quality reviews of the business, documents findings, implements improvements, monitors and reports on problem resolution.
Job Summary Provide technical guidance, information and procedural advice on a variety of complex customer service issues requiring knowledge of financial products and transactions. Identify, recommend, and implement conservation approaches to enhance asset retention and improve persistency. Respond to telephone or electronic inquiries/service requests of the most complex nature. Process complex transactions within service standards. Conduct research to complete service request. Focus on quality control, mentoring, training and process improvement. Monitor service activity, prepare service reports and troubleshoot complex technical problems. Facilitate, coordinate, and recommend policies and procedures to ensure operational objectives are met. Prepare and explain complex agreements and regulations. Manage client expectations. Resolve specialized/complex, high impact service requests for multiple divisions/products on behalf of the Enterprise. May also resolve escalated calls and complex issues and may require a Series 24 license
Role Characteristics Handles projects or work with defined scope in own discipline and typically has a short-term focus
Works with guidance on small-scale team/unit projects
Solves problems in own specialty area
Makes worthwhile improvements to existing programs, and procedures
Makes practical suggestions for improving work processes in own area
Works for consensus and contributes to achievement of work group goals
Individual typically has at least 2-5 years of related experience
Job Responsibilities & Requirements
Build relationships within the RS organization to improve workflows and streamline processes. Focus on internal and external customers. Troubleshoots service issues and documents findings about customer impact, including financial adjustments. Share results promptly and ensure CSRs are informed and trained if applicable. Leads efforts to develop efficient workflows driving root cause analysis and proactive process improvements within or outside the call center. Develop and maintains call center resource documentation, Quest. Review and create documents to support any new or altered procedures or functions handled in the RS call centers. Seek and maintain compliance approval on all documents used for Quest. Develop & clearly convey call center communication as appropriate for the Retirement Services Call Centers. Responsible for the effective development and implementation of quality programs to ensure that all products and services meet minimum business standards and requirements. Act as voice of the call centers as key representative from the call center on several division projects. Communicate to managers and call center on changes, events, workflows, etc. Ensure customer satisfaction by supporting quality assurance initiatives; collaborate with management and QA to create documentation and workflows that support all quality expectations Oversee service alert database ensuring compliance with all privacy related expectations and escalated service issues in the RS call centers. Follow up as needed. Respond to incoming call pull requests timely, professionally, and share feedback with managers. Act as Manager on Duty function makes real time decisions to ensure maximum operational efficiency. Support call center new hire training program and several miscellaneous trainings. Provide multi-site support to the RS call centers. Assists operation as needed to maximize results. Assist with client visits to showcase call center and provide detailed overview of participant website. Probe and look past symptoms to determine the underlying causes of problems and issues and implement suggested solution. Makes timely decisions on problems/issues requiring immediate attention. Prioritize and balances time, actions, resources, and initiatives to ensure results are achieved. Delivers prompt results with accuracy. Respond to all incoming requests within RS standard 24 hour TAT.
Previous Retirement Service Call Center experience required Previous experience in PIC and RSG call centers preferred Previous Quality Assurance background preferred Experience with Excel and Access preferred Demonstrates customer service focus/superior customer service skills Exhibits innovation and decisiveness in fast paced environment Results driven and detail oriented with strong problem solving and analytical skills Professionalism and flexibility a must Superior written, verbal, listening and organizational skills Ability to efficiently navigate through systems/website to maximize work time Proven leader and works well with team Excellent time management and multitasking skills Ability to achieve tight deadlines while maintaining a calm and professional demeanor In depth understanding of product(s), systems, processes and procedures for lines of business supported Polished professional who embraces change and is flexible Ability to influence others and effective at building relationships
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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