Massachusetts Information Technology Jobs

Why we need you

We are growing, and our clients deserve the best. As a Case Management Specialist, you will have an opportunity to provide our customers with high quality information about their coverage.

Objectives of the role - What success looks like:

• Process varied service requests in a Service Center hybrid environment

• Provide all documentation to expedite underwriting and meet customer expectations

• Confirm policy information to customer and provide knowledgeable information on their coverage

Daily and monthly responsibilities - What your days and weeks will include:

• Provide end-to-end processing for the Direct to Consumer line of business

• Take calls over the 800 line during hours of operations 9am - 6pm Eastern Time and process requests as received

• Applying knowledge to handle a majority of complex problems independently and make suggestions to update Quest and SOP’s as needed

• Build and strengthen relationships with clients, understanding their needs to offer appropriate options for policy retention, supporting their desire to protect the ones they love

• Look for and find ways to improve operations

• Implement new processes/procedures

• This includes servicing the business and processing everything from address change, initial payment, benefit change, policy reinstatement, loans and surrenders

• Identify, recommend, and implement conservation approaches to enhance asset retention and improve persistence

• Respond to telephone or electronic escalated or complex inquiries/service requests

• Focus on quality control, processing goals, training, team metrics and process improvements

• May perform lead worker duties such as assist in training, and mentoring.

Required skills and qualifications - The qualification that are needed for this role:

• Experience communicating with a diverse audience over the phone

• Exposure and experience with Change Management methodologies

• Experience in a fast-paced dynamic professional environment

• Experience with Microsoft Office Suite (Word, Powerpoint, Excel, Outlook)

• 2 years Call Center or Customer Service experience in telephone based environment

Preferred qualifications - Additional skills that make you a great fit:

• 2 or more years of MassMutual Call Center experience

• Demonstrated strong energy level and a passion for performance excellence and talent management

• Ability to collaborate and maintain strong working relationships

• Flexible, can-do attitude, self-motivated, self-sufficient and ability to work effectively with peers and business partners