Digital Customer Service Advocate

Job Description

Do you want to be part of a team that encourages your growth, supports
your ambitions and makes it a priority for you to reach your goals? Is
helping people part of who you are? At MassMutual, we help millions of
people find financial freedom, offer financial protection and plan for
the future. We do this by building trust with our customers by being
knowledgeable problem solvers and prioritize their needs above all
else. We Live Mutual.
Description

Do you want to be part of a team that encourages your growth, supports
your ambitions and makes it a priority for you to reach your goals? Is
helping people part of who you are? At MassMutual, we help millions of
people find financial freedom, offer financial protection and plan for
the future. We do this by building trust with our customers by being
knowledgeable problem solvers and prioritize their needs above all
else. We Live Mutual.
If this sounds like a fit, we re looking to hire a Digital Customer
Care Specialist to join our Digital Customer Care team.
Why we need you.
We re growing and our clients deserve the best. As a Digital
Customer Care Specialist, you ll have an opportunity to be a part of
a team that is helping us achieve our company's strategic imperatives
by helping more Americans protect the ones they love in a digital way.
In this role, as well as all roles within MassMutual, you will
demonstrate accountability, agility, a dedication to be inclusive, a
strong business acumen, and will show courage, even in the most
difficult situations. We also highly value strong communication
skills, a passion for learning, leadership traits, resilience and
self-awareness.
What success looks like.
* Strong learning agility, critical thinking and effectively
utilizing data to drive decisions
* Inclusion: A team mindset, encouraging individual engagement,
building trust, fostering strong relationships and doing whatever
it takes to get the job done for each and every member of our team
* Resilience: Ability to rebound from failures, seeing the lesson
as the opportunity to learn and grow and demonstrating composure
and confidence in difficult and turbulent times
What your days and weeks will include.
* Provide assistance to applicants, policyholders, advisors &
brokers and their field support staff (Assistants, New Business
Coordinators, etc.) for our MassMutual Direct and all Coverpath
products via phone, email & chat spanning both pre-policy and
post-issue servicing.
* For pre-policy servicing, provide quotes, guide the prospective
customer through the application process & any technical
challenges, schedule/manage medical exams and explain workflows
and procedures related to the application process.
* Support advisors/brokers/field staff through sending links,
completing applications and monitoring application progress
through their Account Center.
* Interact with the underwriting team to respond to offers,
follow-ups and questions.
* For post-issue servicing, manage billing changes/issues, process
policy changes, and support customers with their policy
inquiries/requests (reinstatements, loans, dividend/rider changes,
claims, etc.)
* Handle policyholder complaints/problems and ensure that problems
are resolved and action steps are communicated to the
policyholder.
* Process policy values (e.g., understand and calculate cash values,
premium refunds or amounts due, loan balances or loan interest
refunds).
* Manage advisor requests to explore alternative coverage options
when applicable.
* May act as an SME, coach and/and trainer for less experienced team
members.
The skills that make you a great fit.
* Experience managing underwriting cases for life insurance policies
(New business Case Management)
* Seasoned individual capable of helping with our strategic approach
and execution of our digital servicing and initiatives that drive
exceptional experiences and success for the organization
* Comfort with limited role clarity and definition, being broader
than deep, adapting to changing team needs and requirements rather
than sitting in a defined box
* Strong client-facing skills, excellent multi-tasking,
self-organization and prioritization skills
* Excellent verbal and written communication skills, leveraging good
interpersonal skills and team mindset
* Ability to collaborate, negotiate, influence, build trust and
maintain strong working relationships while demonstrating
humility, respect, urgency, curiosity and courage
* Works well in diverse, fast paced and dynamic professional
environment
* Demonstrates strong energy level and a passion for service and
performance excellence
Why Join Us.
We ve been around since 1851. During our history, we ve learned a
few things about making sure our customers 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.
Does this sound like a great fit? Apply today!
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.
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.
Recognized as a 2019 World s Most Ethical Company by Ethisphere,
MassMutual is guided by a single purpose: 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.

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