Conservation Associate

Summary:
Make a significant impact by helping clients navigate important financial decisions while delivering outstanding service and strategic guidance. In this role, you'll serve as a trusted resource for customers, providing expert support on complex financial products, policies, and transactions. You'll proactively identify opportunities to strengthen client relationships, improve policy retention, and enhance the overall customer experience. Beyond responding to inquiries, you'll advise clients to understand their needs, recommend solutions, and uncover additional ways to add value. This is an opportunity to combine relationship management, problem-solving, and financial expertise in a role that directly contributes to client success and long-term growth.

Job responsibilities:
Premium Retention

Takes a proactive lead on conserving the Relationship Manager’s existing block of business by locating notifying clients via phone or email of overdue insurance premiums.
Tracks all attempts and progress in MOSAIC and keeps the Relationship Manager and Client Service Associate informed of problematic cases.
Interacts daily with clients, Relationship Managers, Client Service Associates and internal MM departments to ensure proper and timely execution of client requests.
Advises clients on various payment options (i.e. credit card, ACH drafts, MM phone application, MM website) as well as where to mail in payments.
Facilitates transactions (i.e. credit card, ACH drafts, duplicate bill requests).
Researches and follows through on a variety of information requests and assist with problem resolution.
Identifies potential new sales opportunities through premium retention communications with clients.

Data Management

Ensures data accuracy in MOSAIC.
Requires sophisticated client contact research capabilities.
Administers address change transactions and updates both MOSAIC and carrier

Required Knowledge:
Solid understanding of MassMutual products and the ability to articulate complex, technical product features
Strong organizational and communication skills
MOSAIC Task Management Best Practices
Superior customer service skills
Strong diplomacy and negotiation skills
Self-starter with ability to work in a team environment as well as independently
Ability to efficiently navigate through multiple systems
Strong problem solving and analytical skills. Looks beyond symptoms to identify causes of problems. Analyzes problems from different points of view
Strong competency in dealing with ambiguity and uncertainty, ability to assimilate information and communicate confidently

Education and Experience:
High School Diploma and or equivalent
College Degree preferred
1-3 Years of Customer Service Experience
Life and Health License preferred or able to be obtained within 6-12 months of hire