Mutual Opportunities

Account Management Specialist
Springfield, Massachusetts
Thank you to our employees for voting us one of the top places to work in Massachusetts for five consecutive years!
Overview
To meet our customers' needs, our customer service team leverages process improvements, data, and technology solutions. We have transformed our operating model to realize our vision of delivering personalized and exceptional experiences when they matter most.
In our customer service roles, you'll receive a competitive base salary and be eligible for a performance-based bonus. We prioritize work-life balance, with structured days that ensure when you're done with work, you're truly done. Our call center operates Monday through Friday, giving you your weekends free. From your first day of employment, you'll have access to a comprehensive benefits package (if scheduled for 20+ hours per week), which includes health, life, and retirement plans, along with additional perks to support your well-being.


“MassMutual customer care teams do so much more than customer service. Our teams help our policyowners safeguard themselves and their loved ones, whether that’s through taking a loan to pay for their children’s college tuition, administering an annuity to support their retirement, calling in a disability claim to support their families while they recover, or filing a claim whose proceeds help keep a grieving family together. We’re the compassionate voice on the other end of the call and the team responsible for ensuring funds are delivered quickly. It’s a privilege to help deliver on MassMutual's purpose to help people secure their future and protect the ones they love.”
Job Description
The Opportunity
The New Business Account Manager is a dedicated client relationship business partner that is a vital part of the New Business & Underwriting experience. As a critical field facing role, this position is accountable for developing, maintaining, and enhancing relationships with new and existing agency staff and financial professionals. This position is focused on driving internal and external partnerships and strategies that will result in long term growth and policy persistency. Working closely with agency staff, brokers, external vendors, and various departments at MassMutual, this role will be responsible for managing new business timelines, gaining a granular understanding of their agency's business needs, establishing and documenting processes to support those needs, and ultimately the successful onboarding of newly sold business.
The Team
The Account Manager team is a highly collaborative and hardworking group dedicated to delivering exceptional client experiences. Through strong teamwork and open communication, the team works together to build lasting relationships, drive results, and ensure every client’s needs are met with care and precision. Their collective effort and commitment to excellence make them a trusted partner in achieving shared success.
The Impact
Our Account Managers are the primary point of contact for aligned agency partnerships for all onboarding, service, and support issues across dedicated distribution channels for all new business. This role is a true extension of our distribution partners; focused on creating a small company feel by reducing complexity and noise in the new business process. The Account Manager role ensures a positive experience by providing support in firm meetings and discussions covering strategy, performance, new products, regulatory changes, and market developments. This role will regularly engage aligned firms, key firm contacts, Financial Professionals, and General Agents. Their success directly impacts our sales funnel and the opportunity to generate the “next” piece of business.
As an Account Manager, you will be accountable for the below, and other duties as assigned:
- Proactively own and manage their assigned book of business with the utmost professionalism to establish and exceed the agency's expectations including managing pending inventory by closing inactive cases to help ensure the New Business and Underwriting inventory consists of active cases. This includes actively managing dialogue on issued cases with a goal to drive increased placement rates.
- Serving as a subject matter expert for administrative, customer service and account management team key duties and responsibilities including resolving basic to complex problems, escalations, and issue resolution around the new business process, while collaborating with the internal teams, as well as organizational leaders across all levels in Operations and MMFA and MMSD Distribution channels. This includes offering solutions, accommodations, and options to best support a customer’s needs.
- Executing on exceptional communication skills and leveraging their strong working knowledge of MassMutual products, processes, and services including educating firm’s New Business staff on process and procedure and ensure timely communication of any changes.
- Preparing, distributing, providing regular status updates to clients and appropriate departments in written and verbal form, as well as act as liaison between MMFA/MMSD firm new business staff and internal teams to drive resolution on all service issues, escalations, and exception requests.
- Participate in sales office visits with Distribution partners to address opportunities, present to large audiences and educate the office staff on policies / procedures, obtain feedback on service experience, and solicit recommendations for service improvements across New Business and Underwriting. Actively engage with their distribution customers to help improve workflow, make recommendations based on data and ultimately generate stronger relationships to grow the business.
- Ability to establish and maintain critical relationships with internal and external stakeholders by building a network of resources to navigate a complex new business acquisition process, ultimately ensuring consistent follow through on expectations.
- Demonstrated strength and ability to interface with and influence key decision makers/clients through use of negotiation skills, dealing with ambiguity and conflict management.
- Facilitate regular calls with the agency staff where they present updates/gaps using key metrics, answer questions, etc. and then facilitate problem solving discussions to address
- Demonstrated strength and understanding of customer expectations and "sense of urgency" resulting in the ability to influence the organization to meet and exceed customer expectations.
- Partner with Compliance, Field Risk Management and other business partners on regulatory matters and risk management escalations impacting our firms.
- Identify opportunities for improvement and deliver feedback and coaching to improve knowledge, experience, and ease of doing business for both internal and external stakeholders related to Underwriting and New Business.
- Manages and/or participates in projects and initiatives that address overall service needs, driving self-sufficiency with firms, focus on ease of doing business, and promote Customer Centricity.
- Other job duties may be assigned based on business needs.
Travel – Up to 10% travel to agencies/home office for presentations/relationship building
The Minimum Qualifications
- High School Diploma
- 3+ years of work experience in the Financial/Insurance industry or Client Relationship Management
The Ideal Qualifications
- Bachelor's degree
- 1+ year of Life/Disability Insurance product knowledge
- Experience in case management or underwriting for Life or Disability Insurance
- 5+ years in Financial Services, Customer Service, or Client Relationship Management
- Strong understanding of company products, services, and business operations
- Skilled in presenting processes, results, and best practices to internal and external stakeholders
- Detail-oriented and able to work independently under tight deadlines
- Thrives in fast-paced, diverse, and dynamic environments
- Committed to delivering exceptional service and performance excellence
- Proficient in using multiple systems and tools
- Highly organized and capable of managing multiple priorities
- Effective communicator with strong negotiation and conflict resolution skills
- Collaborative team player who respects procedures and timelines
- Flexible to support business needs during peak periods and critical deadlines
What to Expect as Part of MassMutual and the Team
Regular meetings with the team
Focused one-on-one meetings with your manager
Networking opportunities including access to Asian, Hispanic/Latinx, African American, Women, LGBTQ, Veteran and Disability-focused Business Resource Groups
Access to learning content on Degreed and other informational platforms
#LI-DK1
MassMutual is an equal employment opportunity employer. We welcome all persons to apply.If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
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: $59,900.00-$75,500.00
Hiring Process
Explore
Explore our open jobs by clicking 'search jobs' to find a position that aligns with your experience and skills. You may also consider joining our Talent Network.
Apply
Click the “apply” button on that job posting to complete and submit your application. Your application will be reviewed by a recruiter, which, due to the volume of applications received, may take some time as we carefully consider each application.
Screen
After your application has been reviewed, if you meet the qualifications for the role, a recruiter will reach out to you to start a conversation.
Interview
If you are invited for an interview, you will be scheduled to meet with the hiring manager and hiring team.
Offer
If you are extended an offer to join MassMutual and accept, your start will be contingent upon a satisfactory background check.
Hire
If you accept the offer, we will be so excited to welcome you to the MassMutual community!
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
By the numbers*
- 85% of employee respondents say they are proud to work at MassMutual
-
90
% of employee respondents say the work they do at MassMutual is meaningful - 85% of employee respondents say they feel encouraged to come up with new and better ways of doing things
*Source: 2025 MassMutual employee engagement survey

Award-Winning Culture
MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company operated for the benefit of our members and participating policyowners, we are defined by mutuality and our vision to provide financial well-being for all Americans. It’s more than our company structure — it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources and rely on each other when it counts.
We strive to build a thriving community where everyone is valued, included, and feels that they belong.
At MassMutual, we Live Mutual.

How We Work
MassMutual’s flexible workplace approach combines the importance of connecting in person and the flexibility of working remotely. Our hybrid model puts collaboration first with employees coming in at least three days per week to our spectacular campus settings and also enjoying the flexibility of remote Fridays, company-wide remote weeks, and a bank of flexible remote weeks to use throughout the year.
Benefits for the whole you (and your loved ones)
There’s more to your life than your job and there’s more to your aspirations than a paycheck. We take a holistic view of compensation and benefits that provides the flexibility to create a healthy balance in your life for work, family, and community. We offer the benefits you’d expect, like medical, dental, 401(k), and generous vacation time, but we also offer ones you might not expect, like three paid days for volunteering, a $1,250 annual Well-Being Wallet, and up to 320 hours of caregiver leave.
Explore some of our offerings below. Benefit details can be found here.
Why MassMutual?
Kevin
Compliance Consultant
Seth
Service Management Consultant
Kymberly
Head of Experience Journey Mapping
where we work
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