Field Service & Resolution is a dedicated Contact Center directly supporting our selling agents and firms regarding questions, inquiries, and research on topics such as Compensation, Debt, Contracts and Licensing, Health Benefits, Taxes, Address Changes, and more.

This Team operates in a call center environment, and supports an inbound 800-line that is open 8:00 a.m. to 6:00 p.m. EST. We use a scheduling approach to ensure coverage is met throughout the day, and you can expect to be scheduled for both early coverage (begin work at 8:00 a.m. EST) and late coverage (end work at 6:00 p.m.).

The Field Service and Resolution Team is comprised of Consultants who demonstrate a passion to understand our customer's needs while taking the initiative to resolve potential issues. The team is committed to First Inquiry Resolution by focusing on personal skill development to provide confident, valued and respected responses including promoting training and awareness to available self-service tools and options to our customers.

The team supports “real time” demand through an 800-line and utilizes an equal distribution of forecasted work culture to meet service expectations. Understanding and planning support for projects and key business initiatives impacting the field and team is critical to successfully meeting and exceeding targets and expectations. Identification, awareness and communication of issues which can impact service support across the team is critical to achieve results. Initiative, Influence and Execution is the Field Service & Resolution driving theme!

The Impact:

While working within a contact center environment, the primary responsibilities of a Field Service Consultant are to provide day to day contact with agents by performing all aspects of customer service work (phone and email) as it relates to MassMutual's Compensation plans, Contracts, Relationship status, Credentialing, Book of Business, Address Changes, Direct Deposit, Agent Financing, Debt Management, Agent Benefits, Tax Reporting, and Payroll inquiries for producers and entities across MassMutual's Distribution Systems.

You will be responsible for:

Supporting “real time” demand through an 800-line and email board
Independently handling routine to moderately complex problems or inquiries while managing customer expectations including resolution and turnaround time deliverables.
Working on small scale projects, solve problems and seek opportunities by researching and identifying viable options or recommendations; participate in continuous improvement of work processes and procedures; and have a working knowledge of all required systems, resources, and relationships.
In this role, as well as with all roles within MassMutual, you will demonstrate accountability, agility, strong communication skills, a dedication to be inclusive, a strong business acumen, skills to continually improve and grow, and will show courage even in the most difficult situations. We also highly value, a passion for learning and development, leadership traits, resilience, self-awareness and the ability to provide and accept constructive feedback willingly
Due 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 Minimum Qualifications

3+ years business/industry experience
3+ years of customer service experience
2+ years of Call Center experience
Strong Communication Skills – Written & Verbal
Bachelor's Degree or HS Diploma and equivalent work experience
Solid problem solving and decision-making skills
Proven relationship building skills
Ability to influence and negotiate with both internal & external customers
Coaching skills, specifically providing feedback & coaching to field partners
Subject matter expertise

The Ideal Qualifications

2+ years of Financial Services experience

Compensation

Salary range for this position is 55,00.00 - 65,000.00 USD Annual. **Salary commensurate with skills and experience

#LI-SH1

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.

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Alex Mark

Director of Migration Technology

SYNERGISTIC INNOVATION

Making finance fun, agile and innovative

To Alex Mark, ‘synergy’ isn’t a buzzword. It’s what he works to optimize as MassMutual’s director of migration technology. Whether it’s sunsetting a legacy company platform or transitioning from another organization’s tech stack through a merger or acquisition, he aims to make these shifts as synergistic as possible. Mark, who has a background in both tech and finance, said, “What makes MassMutual different in fintech is that it gives you a place to innovate.” He added, “Our agile mindset allows us to quickly pivot in the industry. The way we look at finance is fun, agile and innovative.”

The culture here is great, especially if you’re a dev or into tech — there are tons of growth resources available to you. MassMutual does a great job of serving customers while also encouraging employees to think outside the box and innovate.

Asieh Ahani

Head of Data Analytics

Personal Growth

Observing trends and solving problems

Asieh Ahani leads the data analytics team at MassMutual. Her team is constantly observing the latest industry trends so they can solve problems at scale and track the impact on the organization. Her team, she said, “is empowered to harness technology to drive data-driven decision-making.” When it comes to what sets MassMutual apart, Ahani said her team and the company overall value iterative progress for self-improvement on professional growth, wellness and work-life balance.

I joined MassMutual because the type of projects my team was working on were very interesting and aligned with my interests and expertise in leveraging data science. I stayed because I had a great career path here.

Kymberly Terry

Digital Team Lead

Diversity, Equity & Inclusion

Supporting colleagues and celebrating wins

As a digital team lead at MassMutual, Kymberly Terry knows the value of creating strong cross-functional connections in a product team. One of the best experiences with that she had, she said, was the rotating DEI discussion groups that were intentionally made up of people from different teams and weren’t led by managers. “A scrum expert could be having a conversation with a product manager from a different team. It was another way to support your colleagues and celebrate their wins and to know where they might be having challenges,” she said. “It was also a catalyst for equity.”

One of the things that I appreciate the most about being a part of my team is really the inclusive culture. It's ingrained in every aspect of not only the work that we do, but also the way we interact with each other.

What are MassMutual Perks + Benefits

MassMutual Benefits Overview

At MassMutual, employees have the opportunity to earn a competitive salary and bonus, enroll in an
array of benefits, and participate in programs and services that support healthy lifestyles, assist them
in building financial security for themselves and their families and help them live well-balanced lives.

Culture

Volunteer in local community

Every action supporting a common cause is meaningful, and our employees make a difference in their own communities through our Matching Gift, Matching Time and Volunteer Time Off Programs.

Partners with nonprofits

Every year, MassMutual and the MassMutual Foundation invest more than $20 million focused on advancing economic opportunity. https://www.massmutual.com/about-us/corporate-responsibility/foundation

Open door policy

OKR operational model

Team based strategic planning

Open office floor plan

Employee resource groups

Employee-led culture committees

Hybrid work model

In-person all-hands meetings

Employees can either attend the in-person all-hands meeting, watch live via Zoom, or watch the recording. All employees are invited to submit questions.

Employee awards

Flexible work schedule

Flexible work arrangements, including telecommuting, are available in many departments across the company.

Remote work program

In addition to two remote days per week, MassMutual offers employees four full remote weeks of their choice per year.

Diversity

Documented equal pay policy

Dedicated diversity and inclusion staff

Highly diverse management team

More than half of our Board of Directors are comprised of women and people of color, making it one of the most diverse groups in the industry.

Mandated unconscious bias training

Diversity manifesto

Diversity employee resource groups

Hiring practices that promote diversity

Diversity recruitment program

Health Insurance & Wellness Benefits

Flexible Spending Account (FSA)

A health care flexible spending account (FSA) allows employees to save money on a before-tax basis for eligible medical, dental and vision expenses, subject to IRS limits.

Disability insurance

For details on short term and long term disability insurance please visit https://www.massmutual.com/-/media/files/employee_benefits.pdf

Dental insurance

Basic Dental covers preventive and basic restorative care; Major Dental covers all that Basic covers, plus restorations and orthodontia (limits apply).

Vision insurance

Health insurance

To learn more about our Health and Welfare Benefits please visit: https://www.massmutual.com/-/media/files/employee_benefits.pdf

Life insurance

For more information about our Life Insurance Benefits please visit: https://www.massmutual.com/-/media/files/employee_benefits.pdf

Pet insurance

Wellness programs

Team workouts

Mental health benefits

Transgender health care benefits

Wellness days

Abortion travel benefits

Our general medical travel benefit covers abortion-related travel.

Financial & Retirement

401(K)

In addition to our 401(k), MassMutual a cash balance plan that provides an account-based pension benefit based on accruals of pay credits and interest credits.

401(K) matching

Performance bonus

Charitable contribution matching

Every action supporting a common cause is meaningful, and our employees make a difference in their own communities through our Matching Gift and Matching Time Programs.

Pay transparency

Child Care & Parental Leave Benefits

Childcare benefits

Dependent care flexible spending account to allow you to set aside before tax dollars to pay for certain eligible child care expenses.

Generous parental leave

Leave for birth mothers of 18 weeks of fully paid leave. Non-birth mothers, fathers and adoptive parents eight weeks of fully paid parental leave.

Family medical leave

Caregiver leave: Up to two weeks paid leave to care for a loved one. Bereavement Leave: 15 days of paid time off to grieve the loss of a loved one with the employee defining who the loved one is.

Adoption Assistance

Company sponsored family events

MassMutual offers many opportunities for family events, from group volunteer experiences and chances to attend Red Sox games to business resource group-sponsored outings like annual pride parades.

Fertility benefits

Vacation & Time Off Benefits

Generous PTO

Paid holidays: 9 fixed and 1 floating. Vacation: starts at 19 vacation and personal days per calendar year, with increases at 5-year service intervals.

Paid volunteer time

Three days of paid time off is available to employees annually to give back to their communities, by sharing their time and talent with a cause close to their heart.

Paid holidays

Paid sick days

Occasional illness: up to 5 days per calendar year.

Flexible time off

Floating holidays

Bereavement leave benefits

Hardship benefits

320 hours of caregiver leave to take of loved ones when it matters most.

Office Perks

Commuter benefits

Free daily meals

Free snacks and drinks

Some meals provided

Onsite office parking

Recreational clubs

Relocation assistance

Fitness stipend

Home-office stipend for remote employees

MassMutual's wellness wallet is a stipend available to all employees, and can be used for myriad wellness-related purchases, including home-office purchases.

Meditation space

Mother's room

Onsite gym

Professional Development Benefits

Job training & conferences

Tuition reimbursement

Lunch and learns

Promote from within

Mentorship program

Continuing education stipend

Continuing education available during work hours

Online course subscriptions available