Insurance Operations Director, Helpline services - The Massachusetts Mutual Life Insurance Company : Job Details

The Insurance Operations Senior Director Helpline Services is responsible for leading and directing the activities of a team of 15-20 non-exempt direct reports who handle inbound, internet, and processing service requests supporting Specialty Services and Core Life while ensuring delivery of a best-in-class service experience. These teams work directly with our policyholders, advisors, and field personnel and customer care associates to respond to complex service inquiries and provide mentorship to new hires and ensure servicing needs are fulfilled accurately and timely. The Team This position is responsible for leading the Specialty and Support Services team. The team is comprised of Customer Care Associates and a Business Consultant. The Impact: Provide primary support of our internal Help Line team assisting Customer Care Associates with their questions. Oversee call escalations protocol. Collaborate with Fraud Department to support fraud impersonation cases. Ability to prioritize, ...Operations, Director, Insurance, Help, Operation, Customer Care, Manufacturing