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MassMutual Case Management Specialist in Springfield, Massachusetts

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

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