Customer Success Representative - Remote Us

The Opportunity

As a Customer Success Representative, you will provide technical guidance, information and procedural advice on a variety of complex customer service issues requiring knowledge of financial products and transactions. You will identify, recommend, and implement conservation approaches to enhance asset retention and improve persistency. Respond to telephone or electronic inquiries/service requests of the most complex nature. Process complex transactions within service standards. Conduct research to complete service request. Focus on quality control, mentoring, training and process improvement. Monitor service activity, prepare service reports and troubleshoot complex technical problems. In addition, you will facilitate, coordinate, and recommend policies and procedures to ensure operational objectives are met. Prepare and explain complex agreements and regulations. Manage client expectations. Resolve specialized/complex, high impact service requests for multiple divisions/products on behalf of the Enterprise and resolve escalated calls and complex issues.

The Team

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. Being a digital-first life insurance innovator doesn’t mean that real life, empathetic, human customer support isn’t important. 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.

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.

The Impact

• Educate potential customers on our product and process
• Effectively manage incoming chats, emails, and calls
• Conduct research and work cross-team to resolve customer issues and share feature requests
• Understand our customer’s challenges and identify scalable and effective solutions
• Advocate for our customers by identifying trends in issues and suggesting improvements to current processes
• Take ownership and stay composed when interacting with upset clients
• Meet and exceed team goals around customer satisfaction and internal SLA’s
• Focus on process improvement and operational efficiency

The Minimum Qualifications

• Bachelor’s degree required and 1+ years experience in a customer facing role or 5+ years equivalent work experience in the financial services/business industry in lieu of degree.

The Ideal Qualifications

• Ability to work overtime and/or work a flexible shift arrangement as business needs arise
• Knowledge of MMLIS new business workflows, systems, and concepts
• Previous start-up experience is a plus
• Strong organization and analytical skills
• Knowledge of registration types, brokerage account features, managed account attributes, billing of managed account
• Ability to work in a fast paced environment and adhere to strict deadlines
• Experience with Zendesk is a plus
• Working knowledge of the securities industry specifically as it relates to back office processing for standard non-retirement accounts
• Proactive nature to ensure ‘best in class’ service
• Knowledge and understanding of FINRA/SEC rules and regulations preferred
• Series 24 license
• Superior telephone and communication skills
• Strong attention to detail
• Empathetic to customer concerns/issue and strong passion for the voice of the customer
• Track record of overachievement
• Excellent written and verbal communication skills

What to Expect as Part of the Haven Life Team

• Regular meetings with the team
• Access to mentorship opportunities
• 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
• Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits
• Access to learning content on Degreed and other informational platforms

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