Customer Service Specialist

3 weeks ago

Springfield, United States MassMutual Full time

The Opportunity

The Customer Service Specialist on the Transfer of Assets Team will facilitate the calling out to Ceding Carriers to obtain the status of requested funds needed in order to issue the Annuity policy. Additionally, you'll be partnering and communicating with financial professionals, firm back-offices and external and internal partners. This partnering and communicating will consist of providing statuses of incoming funds as well as working together to resolve policies that are not in good order. You'll perform routine transactions, provide technical guidance, and procedural information on a variety of Transfer of Assets service issues requiring knowledge of financial products and transactions. This is an outbound call center environment, so strong customer service and communication skills are a must.

  • Hours of Operation: 8am-8pm Eastern Time Monday-Friday. Must be willing to work ANY shift within our hours of operation based on business need and occasional Saturday.

The Team

You'll be joining a team that will be focused on interacting with the ceding carriers, financial professionals and external and internal business partners. Our team will support the New Business process to ensure we provide an outstanding experience for both the Financial Professionals and Customers. We strive for continuous improvement by looking for opportunities to support the field and business partners in getting Annuities funded for our customers as quickly as possible.

The Impact

As part of the Customer Service Specialist - Transfer of Assets Team, your responsibilities will include, but not be limited to the following:

  • Review and validate for accuracy that the Transfer of Assets Packet was mailed/e-mailed/faxed correctly and timely to the ceding carrier
  • Call outs to ceding carriers and financial institutions requesting funds required for New Business policy issue
  • Collaborate with team members and other business partners on escalations
  • Documentation on various administrative platforms with the result of each call out
  • Requires detailed communication, both written and verbal, to financial professionals and career agency firms on status of receipt of funds
  • Proactively identify when additional communications to the financial professional are needed when the transfer hits a roadblock
  • Consistently look for process improvement opportunities to improve the customer experience and internal efficiency gains
  • Act with a sense of urgency and ensure all current day work is completed
  • Seek to raise the bar on the service experience delivered to the customer and financial professional

The Minimum Qualifications

  • High School Diploma/GED/HiSET
  • 2+ years of customer service experience in a fast-paced environment (or Undergrad Degree in lieu of experience)

The Ideal Qualifications

  • College Degree
  • 1+ year experience working with Annuity products
  • Ability to problem solve and use multiple resources to drive toward resolution
  • Ability to multi-task within multiple platforms and monitors
  • Strong verbal & written communication skills
  • Must be able to work in a fast-paced high-volume environment without sacrificing quality of work
  • Proven relationship management/outstanding service delivery
  • Ability to work a flexible schedule within the schedule and location details listed above
  • Positive, Inclusive, Agile and Collaborative mindset

What to Expect as Part of MassMutual and the Team

  • Regular meetings with the Transfer of Assets Team
  • Focused one-on-one meetings with your manager
  • Access to mentorship opportunities
  • Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, 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

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.

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