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Call Center Specialist



Customer Service
Remote · United States
Posted on Wednesday, September 6, 2023
Remote - US Customer Service Job ID R14264


We're growing, and our clients deserve the best. As a Call Center Specialist, you’ll be trained to answer questions for our career agents. You will place an emphasis on knowledge, problem solving, and adherence to policies and procedures. In this role, 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.

  • Location: Springfield, MA – Hybrid role (2-3 days in office) Arizona and Texas are Remote only

  • Must live within a comfortable commute.

  • Hours of Operation: 8am-6pm Eastern Time (7am-5pm CST) (5am-4pm MST). Must be willing to work ANY shift within our hours of operation based on business need.

  • Monday–Friday (NO WEEKENDS)

  • SALARY: $44K PLUS ability to earn 5% annual bonus

  • 7 Weeks Paid Virtual Training

  • Must be able to attend MANDATORY Training Class from November 5th- December 22nd, 2023


The Service Center Specialist’s team provides high quality service to our career agency system via our 800 # phone lines. This team assists callers in providing support for information regarding inquiries, service requests, and problem resolution. Information and service provided by this team is accurate and time-sensitive with an emphasis on knowledge, accommodation, attitudes, and behaviors that support the needs of our career agents.


  • Provide primary service contact with registered representatives

  • Conduct research and work with appropriate resources to obtain valid information

  • Consult with appropriate resources to identify action required in accordance with corporate compliance and regulatory requirements

  • Provide professional, accurate, prompt service to registered representatives & customers, offering respect, courtesy, and a sense of urgency at all times.

  • Establish rapport in servicing agencies requiring increasing sensitivity to meet their complex needs and/or high volumes.

  • Be a Subject Matter Expert in one or more lines of business and be willing to expand your knowledge set into other areas of business

  • Foster an atmosphere where differing ideas and opinions are welcome

Minimum Qualifications

  • 1+ years of customer service experience (or Undergrad Degree in lieu of experience)

  • High School Diploma (or GED)

  • Due to the nature of this position, as a part of our background check process, candidates must be able to pass a non-registered fingerprint background check to qualify as a fingerprinted person under FINRA

The Ideal Qualifications

  • 2+ years of customer service experience

  • College Degree

  • Experience with financial products, hospitality or retail sales with a high degree of direct consumer contact

  • Able to work in a fast paced, metric driven environment with proficiency in multitasking and navigating multiple systems and windows

  • Proficiency with Microsoft Office Suite




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.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.