• Develop highly personalized experiences for our customers • Build rapport with each customer, ask probing questions and understand how to create a best-in-class experience • Educate customers about their life 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