Customer Care Specialist

The Opportunity

We’re growing, and our clients deserve the best. As a remote Customer Service Associate within our Disability Income (DI) Call Center, you’ll have an opportunity to develop highly personalized experiences for our customers. In this role, as well as all roles within MassMutual, you will demonstrate accountability, agility, inclusivity, a strong business acumen, and show courage, even in the most difficult situations.

• Must be willing to work ANY 8-hour shift within our hours of operation, 7am–7pm Central Time, Monday–Friday, based on business need (NO WEEKENDS)
• SALARY: $45,000- plus ability to earn 5% annual bonus
• 4-6 Weeks Paid Virtual Training
• Must be able to start on July 6th, 2026

The Team

You will join our DI Service Center team. We are a team that is customer-focused & consultative. We highly value strong communication skills, a passion for learning, leadership traits, resilience, and self-awareness. We are the experts in DI products at MassMutual and emphasize problem solving and adherence to policies and procedures.

The Impact

• Build rapport with each customer, ask probing questions and understand how to create a best-in-class experience and resolve customer requests on first contact
• Educate customers about their insurance policies with MassMutual
• Apply knowledge to handle many problems independently while seeking guidance in highly complex situations
• Balance time effectively to ensure the department meets expected service levels
• Utilize multiple systems and tools to meet the established goals and objectives, including customer experience, first contact resolution, call quality and call handling time

The Minimum Qualifications

• 1+ years of customer service experience (or Undergrad Degree in lieu of experience)
• High School Diploma (or GED)

The Ideal Qualifications

• 2+ years of Customer Service Experience
• Proficiency with Microsoft Office Suite
• Experience with Insurance financial products, hospitality, or retail sales with a high degree of direct consumer contact and problem solving/critical thinking.
• Bilingual a plus (Spanish)
• Able to work in a fast paced, metric driven environment with proficiency in multitasking and navigating multiple systems and windows

What to Expect as Part of MassMutual and the Team

• Regular meetings with the team
• Focused one-on-one meetings with your manager
• 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 educational/informational platforms
• Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits

Why Join Us.

We’ve been around since 1851. During our history, we’ve learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard.

We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.

MassMutual is an Equal Employment Opportunity employer. We welcome all persons to apply.

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. For more information about our extensive benefits offerings please check out our Total Rewards at a Glance.