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MassMutual Life & DI Service Ambassador in Springfield, Massachusetts

The Opportunity

As a Service Ambassador, you will maintain and enhance customer relationships through de-escalation and problem solving with a sense of urgency. You will have a significant impact on the customer and advisor experience by independently researching and resolving the most complex issues while working with our field force, customers, and internal business partners. You will study, analyze and report trends/root causes of service issues while collaborating with business partners to problem solve and drive improvements. In this role, you will also demonstrate confidentiality, accountability, agility, inclusiveness, possess a strong business acumen, and show courage, even in the most difficult situations.

The Team

This team consists of three existing Service Ambassadors (Policyholder Services Consultants) and due to an increasing workload, we're expanding the team. The Service Ambassadors demonstrate resilience, agility, accountability and self awareness on a regular basis. The team is motivated by resolving issues for our policyholders while also making it easier for our Advisors to do business with us. Another driving force of this team's motivation is their ability and authority to drive change when an existing process or procedure needs improvement. This particular Service Ambassador team is built on a “Customer First” culture. Our Service Ambassadors are truly customer advocates and try to start from a place of “Yes” when confronted with any given escalation. They each demonstrate accountability by taking charge in the face of challenges, addressing problems with focus and urgency, and acting as a steward of MassMutual’s reputation.

The Impact

  • Review, research, and resolve escalated issues from the customer/advisor.

  • Collaborate with key business partners on policy specific issues, creating/maintaining standard procedures, and participation in special consideration panels.

  • Track, trend, and analyze issues to develop plans to prevent future issues from occurring.

  • Handle complex and urgent service inquiries on escalated cases based on knowledge and experience

  • Build strong relationships with key business partners such as but not limited to Compliance, Law, and Customer Care to deliver customer-focused resolutions and mitigate business risk through collaboration

  • Independently make sound decisions that promote a positive customer experience and mitigate business risk.

  • Operate with resilience by making sense of complex and sometimes contradictory information to solve problems, comfortably switch gears and alter course to adapt to change, and exhibit confidence during difficult times.

Minimum Qualifications

  • 5+ years of life products and procedures experience (business knowledge: process, systems, key contacts)

  • Strong Customer Service orientation/proven relationship building skills

  • Ability to handle sensitive, confidential information appropriately

  • Strong organizational and communication (written and verbal) skills

  • Strong analytical skills/reporting skills; demonstrated problem-resolution skills

  • Proven relationship management/outstanding customer service delivery

Ideal Qualifications

  • 8+ years of life products and procedures experience

  • Strong negotiating and influencing skills

  • Ability to prioritize and multi-task during high paced, stressful situations

  • Ability to de-escalate a situation

  • Ability to research, analyze, and solve problems

  • Demonstrate agility by having the ability to thrive in the absence of rules or methods while finding the right resources to get the work done.

#LI-DC1

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.

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