THE OPPORTUNITY

As a Policyholder Service Consultant you will be responsible for delivering value to high net-worth clients via your experience servicing variable life insurance or annuity policies. In this role, as well as all roles within MassMutual, you will demonstrate accountability, agility, a dedication to be inclusive, a strong business acumen, and will show courage, even in the most difficult situations. We also highly value strong communication skills, a passion for learning, leadership traits, resilience and self-awareness.

THE IMPACT

The Policyholder Service Consultant will serve as a critical role providing customer service to MassMutual’s Institutional Insurance policyholders, distribution partners and servicing administrators.  The responsibilities of this role will include providing ongoing service to the high net-worth owners of our Strategic Life 14 Private Placement VUL (SL14 PPVUL) policies as well as developing the servicing function and procedures for our recently launched Strategic Life 20 (SL20) PPVUL Corporate Owned Life Insurance (COLI) product and our Strategic Life 21 (SL21) PPVUL iCOLI product to be launched in the first half of 2022.

The Key Responsibilities Include:

• Complete daily and monthly reporting in addition to servicing a specialized group of products.

• Work closely with investment accounting and Financial Controls to ensure a seamless execution of complex requests involving Illiquid Investment options.

• Provide technical guidance, information, and procedural advice on a variety of complex customer service issues requiring knowledge of variable universal life insurance products, policy administration and illustration systems, mutual funds and processing transactions. 

• Respond to telephone or electronic inquiries/service requests of the most complex nature. 

• Process complex transactions within service standards. 

• Conduct research to complete service requests.

• Focus on quality control, meeting time sensitive deadlines, and process improvement.

• Monitor service activity, prepare service reports, and troubleshoot complex technical problems. 

• Facilitate, coordinate, and recommend policies and procedures to ensure operational objectives are met.

• Prepare and explain complex agreements and regulations. 

• Manage client expectations. 

• Resolve specialized/complex, high impact service requests for multiple divisions/products on behalf of the Enterprise.

THE MINIMUM QUALIFICATIONS

• 5+ years servicing variable life insurance or annuity policies

• 5+ years of demonstrating strong PC skills including Word, Excel, and Outlook

• Familiarity with variable product prospectuses and mutual funds

• Familiarity with variable life insurance regulations and processing including 38a-1

• Proven relationship management/outstanding customer service delivery

• Strong communication and relationship building skills

• Strong quantitative and analytical skills

THE PREFERRED QUALIFICATIONS

• Bachelor's Degree in business, finance or technical subject preferred

• 5+ years of work experience related to Variable Universal Life Policies or Annuity Contracts.

• Investment product knowledge including mutual funds and alternative investments

PREFERRED QUALIFICATIONS

• Bachelors Degree in business, finance or technical subject preferred

• 5+ years of work experience related to Variable Universal Life Policies or Annuity Contracts.

• Investment product knowledge including mutual funds and alternative investments

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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.

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