The Opportunity

Do you want to be part of a team that encourages your growth, supports your ambitions, and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual, we help millions of people find financial freedom, offer financial protection, and plan for the future. This role is within our newly launched distribution channel, MassMutual Strategic Distributors. Join our dedicated onboarding team to help grow your career and our channel!

The Team

Our Field Service Specialist team provides service support across the functional areas within Advisor Operations to expedite the handling and support of service inquiries and requests. Support is provided to the administration of MassMutual’s Compensation plans, Onboarding, Offboarding, Relationship Maintenance, Credentialing, Book of Business, Address Changes, Direct Deposit, Agent Financing, Debt Management, Agent Benefits, Tax Reporting, and Compensation and Payroll functions for producers and entities across MassMutual’s Distribution Systems. Interaction with sales partners, field personnel, and internal business partners is a key component of the position. Advisor operations delivers a superior level of service while prioritizing, administering and processing key functions in support of MassMutual Agencies, Producers and Entities. We are proud of the diversity of work we complete and strive for cross-functionality of the various disciplines supported across Advisor Operations. Our Specialists are committed to continuously improving upon the trust and confidence of our Field partners by demonstrating ownership, innovation and transparency in the handling of these administrative duties by listening, documenting and responding to inquiries within established turnaround times with a focus on quality. We are a lean, yet agile organization that continues to grow and evolve to sustain our commitment to helping to make a difference for the Field!

The Impact

As a Field Service Specialist, you will work on:
Case Handling

Support department service levels and key performance indicators within established guidelines and under general supervision. Adhere to and improve functional standard work to improve efficiency and effectiveness of work results. Act as contact for review and completion of incoming service requests. Provide support on departmental functional responsibilities across MassMutual’s distribution system and product lines. Support individual / team service level and quality expectations. With direction, apply State requirements and business practices for prompt and accurate case resolution.

Service Support

In adherence with documented service expectations and standards, provide service response support to in-bound inquiries, including work requests, phone calls, and emails from customers, business partners, and field representatives. Listen, document, and respond to inquiries within expected timeframes. Support individual and team service level and quality expectations.

Business Subject Matter Expertise

Provide business expertise to customer issues / continuous improvements opportunities to drive efficiency and increase capacity. Provide a presence at meetings / huddles to influence dialogue and progress. Communicate updates to impacted groups within department. Serve as liaison or lead to team or cross-departmental problem-solving initiatives. Coordinate and provide support to peers on throughout implementation of assigned tasks.

Project Support

Support departmental readiness for initiatives impacting department.  Support initiatives in targeted production role to meet deadlines and clean-up activities. Participate in scheduled training, learning activities, and assessments in preparation for new product or technology rollouts.

The Minimum Qualifications

High School Diploma/GED/HiSET1+ years proven, exceptional customer service skills1+ years experience in the financial services and/or insurance industryDue to the nature of this position, as a part of our background check process, candidates must be able to pass a non-registered background check to qualify as a fingerprinted person under FINRA

The Ideal Qualifications

Bachelor's DegreeFinancial Services experienceCall center experience2+ years of customer service experience  Quantitative proficiency for performing manual calculationsBasic knowledge of mainframe applications and Microsoft Office suite Organizational skills and attention to detailAbility to identify opportunities and problem solve effectivelyAbility to multitask and meet deadlinesAdaptability to handle changing prioritiesAction-orientation and ability to assume ownership of requests / problems and deliver effective resolution to customersAnalytical ability and attention to detailDesire to learn and apply Lean principles and methodologies

What to Expect as Part of MassMutual Strategic Distributors and the Team

Regular meetings with the TeamFocused one-on-one meetings with your managerAccess to mentorship opportunitiesNetworking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource GroupsAccess to learning content on Degreed and other informational platformsYour ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits

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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. EEO Statement (Opens in new window)

MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.

Salary Range: $46,800.00-$58,900.00