Customer Care Specialist

Job Description:

The Opportunity

We’re growing, and our clients deserve the best. As a remote Customer Service Associate within our Annuity Call Center, you’ll 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

#LI-EG1

Why Join Us.

We’ve been around since 1851. During our history, we’ve learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard.

We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

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

At MassMutual, we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees.  Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.  For more information about our extensive benefits offerings please check out our Total Rewards at a Glance.

Welcome

At MassMutual, we’re passionate about helping people secure their future and protect the ones they love. A career with us means you’ll help our customers protect what matters most. It also means you’ll work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are at the foundation of what makes MassMutual a strong, stable and ethical business. We invite you to explore the possibilities.​

About Us

At MassMutual, we believe in the value of being together in our offices and in personal flexibility.

Our work environment is one where the majority of our team members work a hybrid schedule — working at least three days in the office (Tuesday, Wednesday and a third day) and the rest remotely, balancing flexibility with in-person collaboration. While the majority of our employees follow this hybrid model, some of our roles continue to be 100% on-site and others may be 100% remote, subject to business needs.

MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company operated for the benefit of our members, policyowners and customers, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources and rely on each other when it counts. At MassMutual, we Live Mutual.

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