Customer Care Specialist (Remote)

About the role

MassMutual is hiring a Customer Care Specialist to support its career agents. The specialist answers questions for the career agency system, with an emphasis on knowledge, problem solving and adherence to policies and procedures. The role is remote and the call center operates Monday to Friday, 8am-6pm Eastern Time.

Key responsibilities

• Provide primary service contact with registered representatives
• Research and consult with resources to obtain valid information and identify actions needed in line with compliance and regulatory requirements
• Offer professional, accurate and prompt service to representatives and customers
• Build rapport with agencies and act as a subject matter expert in one or more lines of business
• Work in a fast-paced, metric-driven environment and handle multiple systems and windows

Required profile

• At least 1 year of customer service experience (ideal: 2+ years)
• High school diploma (or GED); must pass a non-registered fingerprint background check
• Ideal: experience with financial products, hospitality or retail sales with direct consumer contact
• Candidates within 50 miles of the Springfield office must work a hybrid schedule of 3 days a week in the office

Required skills

• Proficiency with Microsoft Office Suite (ideal)
• Multitasking and navigation of multiple systems and windows

What we offer

• Salary of $45K plus a 5% annual bonus
• 10 weeks of paid virtual training, including a mandatory class from January 11 to February 8, 2027
• Benefits package for schedules of 20+ hours per week: health, life and retirement plans
• Monday-Friday hours, no weekends