Customer Care Specialist

Massachusetts Mutual Life Insurance; Springfield (MA); Hybrid; USD 41,000 - 50,000; Full time

Benefits offered by this job

5% annual bonus

Paid training

Hybrid schedule

Job summary

MassMutual is seeking a Customer Care Specialist in Massachusetts to deliver high-quality service to registered representatives and customers. You will handle inquiries, resolve issues, and navigate multiple systems with accuracy and urgency while upholding corporate policies.

The role is hybrid for candidates within 50 miles of Springfield, with a 3-day in-office schedule, and includes 10 weeks of virtual training and a 5% annual bonus potential. No weekends.

Qualifications

• Minimum 1 year of customer service experience.
• High School Diploma (or GED) required.
• Must pass fingerprint background check for FINRA.

Responsibilities

• Provide primary service contact with registered representatives.
• Research and obtain valid information from resources.
• Identify actions in line with compliance requirements.
• Deliver professional, accurate, prompt service with urgency.
• Establish rapport with agencies to meet complex needs.
• Become SME in one or more lines of business.
• Foster an inclusive environment welcoming diverse viewpoints.

Skills

Customer service

Communication

Microsoft Office

Education

High School Diploma or GED

Job description

THE OPPORTUNITY

We're growing, and our clients deserve the best. As a Customer Care Specialist, you'll be trained to answer questions for our career agents. You will place an emphasis on knowledge, problem solving, and adherence to policies and procedures. In this role, 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.

Candidates residing within 50 miles of our Springfield MassMutual office will be required to work a Hybrid schedule of 3 days a week in the office.

Hours of Operation: 8am-6pm Eastern Time (7am-5pm CST) (5am-4pm MST). Must be willing to work ANY shift within our hours of operation based on business need.

Monday-Friday (NO WEEKENDS)

SALARY: $45K PLUS ability to earn 5% annual bonus

10 Weeks Paid Virtual Training

Must be able to attend the MANDATORY Training Class without interruption from January 11th, 2027- February 8th, 2027.

THE TEAM

The Service Center Specialist's team provides high quality service to our career agency system via our 800 # phone lines. This team assists callers in providing support for information regarding inquiries, service requests, and problem resolution. Information and service provided by this team is accurate and time-sensitive with an emphasis on knowledge, accommodation, attitudes, and behaviors that support the needs of our career agents.

THE IMPACT

• Provide primary service contact with registered representatives


• Conduct research and work with appropriate resources to obtain valid information


• Consult with appropriate resources to identify action required in accordance with corporate compliance and regulatory requirements


• Provide professional, accurate, prompt service to registered representatives & customers, offering respect, courtesy, and a sense of urgency at all times.


• Establish rapport in servicing agencies requiring increasing sensitivity to meet their complex needs and/or high volumes.


• Be a Subject Matter Expert in one or more lines of business and be willing to expand your knowledge set into other areas of business


• Foster an atmosphere where differing ideas and opinions are welcome

Minimum Qualifications

• 1+ years of customer service experience


• High School Diploma (or GED)


• Due to the nature of this position, as a part of our background check process, candidates must be able to pass a non-registered fingerprint background check to qualify as a fingerprinted person under FINRA

The Ideal Qualifications

• 2+ years of customer service experience


• Experience with financial products, hospitality or retail sales with a high degree of direct consumer contact


• Able to work in a fast paced, metric driven environment with proficiency in multitasking and navigating multiple systems and windows


• Proficiency with Microsoft Office Suite

What You Can Expect at MassMutual

MassMutual offers the opportunity to do meaningful work within a purpose-driven organization that values long-term impact over short-term outcomes. In this role, you can expect:

• Clear areas of ownership and accountability, with work that connects directly to company and customer outcomes


• A collaborative environment where perspectives are welcomed


• Access to learning, development, and internal networks that support continuous growth and skill-building over time


• Employee-led communities and forums that foster connection, learning, and inclusion across the organization


• A culture grounded in integrity, responsibility, and stewardship-supported by a company with a strong legacy and a future-focused mindset

#LI-AA1 #LI-Remote

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. We welcome all persons to apply.

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