Customer Service Associate at MassMutual

MassMutual seeks a remote Customer Service Associate to join its Life Customer Care Center and support customers with life insurance policy questions, service requests, and account-related needs. This role focuses on building rapport, asking thoughtful questions, resolving customer concerns on first contact, and creating a personalized customer experience.

The Customer Service Associate educates customers about their MassMutual life insurance policies, handles routine issues independently, seeks guidance for complex situations, and uses multiple systems and tools to meet performance goals. The role measures success through customer experience, first contact resolution, call quality, call handling time, and department service levels.

MassMutual requires at least one year of customer service experience or an undergraduate degree in place of experience, plus a high school diploma or GED. Ideal candidates bring two or more years of customer service experience, Microsoft Office proficiency, strong multitasking skills, and comfort working in a fast-paced, metric-driven environment. Insurance, annuity servicing, financial products, hospitality, retail sales, and bilingual Spanish experience may strengthen a candidate’s application. This remote role pays $45,000, includes potential for a 5% annual bonus, and requires availability for any 8-hour weekday shift between 8 AM and 8 PM Eastern Time.