Case Management Specialist
The Opportunity
We're growing, and our clients deserve the best. As a Case Management Specialist, you will have an opportunity to provide our customers with high quality service about their coverage.
Position Location
- If currently within a 50 mile radius of Springfield, MA, position location will be 2 days a week in office
- If not within a commutable distance, willing to consider a 100% remote work location
The Team
As a Case Management Specialist, you will be part of a team that encourages your growth, ambitions and makes it a priority for you to reach your goals. Is helping people part of who you are? At MassMutual, we help millions of people find financial freedom, offer financial protection and plan for the future. We do this by building trust with our customers by being knowledgeable problem solvers and prioritize their needs above all else. We Live Mutual.
The Impact
As a Case Management Specialist your responsibilities will include, but are not limited to the following:
- 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
- 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
- Apply 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
- Seek and implement ways to improve operations, processes and procedures
- Service the business and process address changes, initial payments, benefit changes, policy reinstatements, 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
- Perform some lead worker duties such as assist in training, and mentoring.
The Minimum Qualifications
- High School Diploma or GED equivalent
- 2+ years Call Center or Customer Service experience in telephone-based environment, communicating with a diverse audience
- Experience with Change Management methodologies
- Experience working in a fast-paced dynamic professional environment
- Experience with Microsoft Office Suite (Word, Power point, Excel, Outlook)
The Ideal Qualifications
- Undergraduate degree
- Previous experience in Financial Services or Insurance industry, with a strong understanding of Life Insurance products
- Strong energy level and a passion for performance excellence and talent management
- Flexible, can-do attitude, self-motivated, self-sufficient and ability to work effectively with peers and business partners
What to Expect as Part of MassMutual and the Team
- Regular meetings with the Insurance Operations Team
- Focused one-on-one meetings with your manager
- Access to mentorship opportunities
- Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups
- Access to learning content on Degreed and other informational platforms
- Your ethics and integrity will be valued by a company with a strong and stable ethical nosiness with industry leading pay and benefits
#LI-DK1
#LI-REMOTE
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.
At MassMutual, we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.