Digital Operations Customer Care Advocate - 100% REMOTE

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Posted 6 days ago United States Salary undisclosed
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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

The Opportunity

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.

This position is 100% remote, work from home anywhere in the US; highly competitive pay & benefits beginning on Day One; Monday - Friday 8-hour shifts, and operating hours are 8am - 8pm EST

The Role's day-to-day

Provide assistance to applicants and policyholders for our MassMutual Direct and Digital products via phone, email, chat, video and SMS spanning both pre-policy and post-issue servicing. For pre-policy issue servicing, guide the prospective customer through the application process & technical challenges, schedule/manage medical exams and explain workflows and procedures related to the application process. 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, claims, etc.) Handle policyholder complaints/problems and ensure that problems are resolved, and action steps are communicated to the policyholder.

The Responsibilities:

Actively seeks information to understand customer's circumstances, problems, expectations and needs, for the purpose of resolving customer inquiries.
Shares and/or conveys routine and non-routine information to customers, regarding their account(s), maintaining a professional demeanor in all situations.
Multi-tasks between phone, email, chat, video, and SMS in a structured work environment to support all customers.
Utilizes computerized system for tracking, documenting questions/responses, information gathering and/or troubleshooting.
Applies knowledge of policies and procedures and utilizes general understanding of the business and organization. Complies with company and regulatory guidelines.
Troubleshoot and resolve process issues and concerns about post-policy servicing
Develop and maintain a knowledge base of the evolving digital products and services
Performs other duties as assigned.

The Qualifications

High school diploma or GED; College Degree preferred or some level of college attendance
1 year + contact/call center experience ideally; preferably 3 years +
At least 3+ years of related customer service experience
Exceptional verbal and written communication skills
Strong attention to detail and ability to multi-task efficiently
Strong computer aptitude and ability to learn new technology
Previous contact center experience is not required, but strongly preferred
Must be able to work a shift between the hours of 8:00 am - 8:00 pm EST, Monday-Friday
Salary range $39,000 - $50,700 commensurate with experience

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.