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Call Center Helpline Specialist

Company: Mass Mutual
Location: Springfield
Posted on: February 15, 2020

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 Why we need you. We re growing, and our clients deserve the best. As a Call Center Helpline Specialist your primary role is to help to coach, develop, and support call center team members who perform all aspects of customer service work as it relates to product and service questions. 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 great looks like in this role: * Responsible for escalation resolution, extensive research on complex inquiries, and answers inbound phone calls during times of need. * Regularly provides management with feedback regarding staff performance, trends, and coaching opportunities. What your days and weeks will look like: * Act as resource/support for escalated or complex issues for aligned team, providing feedback, and additional coaching on an ongoing basis * Accountable for providing support to staff via the helpline and management of the research queue for in depth service requests * Leverage Helpline Database reporting feature to identify high volume calls, and create proactive action steps to ultimately reduce total calls to the Helpline * Address training and knowledge gap issues, identify concerns and escalate to manager as necessary. Ensure specialists of aligned team are properly and timely trained on any new material, workflow or procedural changes * Able to provide exceptional service required for administration of special, complex, and/or unique situations. * Able to maintain uniformity and consistency in decision-making process. * Is a subject matter expert in one or more lines of business and is willing to expand knowledge of other areas of business. * Fosters an atmosphere where differing ideas and opinions are welcome and can be discussed. The qualifications needed for this role: * Previous MMLIS Service Center (Rep Services) experience required * Proven track record of consistently meeting or exceeding Rep Services CSR metrics * Demonstrate customer service focus/superior customer service skills * Results driven and detail oriented with strong problem solving and analytical skills * Superior written, verbal, listening and organizational skills * Desire to work as a team player and ability to contribute to a positive work environment. * Ability to efficiently navigate through systems/websites to maximize work time. * Excellent time management and multitasking skills * Demonstrate innovation and decisiveness in fast paced (SEC regulated) environment. Additional skills that make you a great fit: * College degree and/or equivalent experience preferred * FINRA Series 7 Registration preferred 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.

Keywords: Mass Mutual, Springfield , Call Center Helpline Specialist, Other , Springfield, Massachusetts

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