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. in 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!

In this role, as well as all roles within MassMutual, you will demonstrate accountability, agility, strong communication skills, a dedication to be inclusive, a solid business acumen and skills to continually improve and grow. We also highly value a passion for learning and development, willingness to lead, resilience and self-awareness.

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.

Minimum Qualifications

1+ years of customer service experience
Strong customer service orientation
Strong Communication Skills – Written & Verbal
HS Diploma
Organizational skills and attention to detail
Ability to identify opportunities and problem solve effectively
Ability to multitask and meet deadlines
Adaptability to handle changing priorities
Action-orientation and ability to assume ownership of requests / problems and deliver effective resolution to customers.
Analytical ability and attention to detail
Quantitative proficiency for performing manual calculations.
Basic knowledge of mainframe applications and Microsoft Office suite
Desire to learn and apply Lean principles and methodologies
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 Ideal Qualifications

Bachelor's Degree
Financial Services experience
Call center experience
2+ years of customer service experience

Compensation

Salary range for this position is 42,000-52,000 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