MassMutual Hiring for Customer Success Representative at New York, NY Full Time

Haven Life is an insurtech innovator at MassMutual that offers a new way to get life insurance online that’s actually simple.

We combine the culture of a startup with the stability and backing of a Fortune 500 company to create an environment that’s truly unique.

Our diverse team is comprised of smart, collaborative people who think big, execute quickly and don’t take themselves too seriously. We’re located in New York’s Flatiron District and in case you’re wondering, yes, we provide free snacks. Cold brew too.

If you’re creative, professional and kind, we’d love to hear from you.

ABOUT THIS TEAM AND ROLE:

The customer success team is the face of Haven Life and embodies our company’s brand and customer-centric mission to help people financially protect their families. The team owns everything that touches the customer; from handling customer inquiries via phone, chat and emails to expediting application review by providing support to our underwriters and indirect sales teams.

While we receive rave reviews for the ease of buying life insurance, we find that customers are equally delighted by the expertise and helpfulness of our customer success team. Our purpose is to ensure a smooth application experience for the customer and make their lives less hard.

We were awarded Best Customer Service 2022 on Newsweek and that’s just one of the many things to be proud of as part of the team.

If you’re passionate about customer experience, thrive on delighting customers and curious/want to learn more about life insurance, we’d love to hear from you.

WHAT YOU’LL DO:

• Educate potential customers on our product and process

• Effectively manage incoming chats, emails, and calls to meet and exceed team goals around customer satisfaction and internal SLAs

• Be a customer advocate by identifying trends in issues and suggesting improvements to current processes (sometimes, this also means taking ownership and staying composed when interacting with upset clients)

• Process documents and requests in an efficient and accurate manner while in compliance with industry regulations

• Report bugs and work with product teams to resolve software issues

• Collaborate across teams to support indirect sales volume where needed

• Assist underwriting team with obtaining additional documents to expedite application review

• Create and maintain internal knowledge base with process documentation

• Manage PR reviews on TrustPilot and Google business

• Manage ad hoc projects

REQUIREMENTS:

• Bachelors degree required

• 1+ years experience in a customer facing role

• Track record of overachievement

• Empathetic to customer concerns/issue and strong passion for the voice of the customer

• Proactive nature to ensure ‘best in class’ service

• Strong attention to detail

• Excellent written and verbal communication skills

• Previous start-up experience is a plus

• Experience with Zendesk is a plus

• This role requires candidates to work in our Manhattan office a minimum of once per month for company meetings.

• Salary range $55,000 – $80,000 plus bonus opportunity, commensurate with experience

#LI-remote

#LI-JA1

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.