[Remote] Customer Care Specialist

Note: The job is a remote job and is open to candidates in USA. MassMutual is a well-established company focused on providing customer-centric financial services. They are seeking a Customer Care Specialist to develop personalized experiences for clients, resolve customer requests, and educate them about their insurance policies. This role requires strong communication skills and the ability to handle complex situations independently while ensuring service levels are met.

Responsibilities

• 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

Skills

• 1+ years of customer service experience (or Undergrad Degree in lieu of experience)
• High School Diploma (or GED)
• 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)
• Must be able to start July 6th, 2026
• 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

Benefits

• Ability to earn 5% annual bonus
• 4-6 Weeks Paid Virtual Training
• 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
• Industry leading pay and benefits
• 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

Company Overview

• MassMutual is a mutual life insurance company that provides investment management and trust services. It was founded in 1851, and is headquartered in Springfield, Massachusetts, USA, with a workforce of 5001-10000 employees. Its website is https://www.massmutual.com/.

Company H1B Sponsorship

• MassMutual has a track record of offering H1B sponsorships, with 15 in 2026, 95 in 2025, 94 in 2024, 66 in 2023, 115 in 2022, 121 in 2021, 73 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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