Benefits Administration Specialist

The Opportunity

As a Benefits Administration Specialist, you will support MassMutual’s field by providing service and operational support for agent benefit plans and programs. You will handle benefit-related inquiries for agents, employees, and retirees, helping ensure accurate, timely service so field partners can focus on serving clients and growing their business.

In this role, you will resolve service requests, answer eligibility and coverage questions, and help improve processes and service delivery. You’ll collaborate with field partners, internal teams, and external vendors in a fast-paced, team-oriented environment.

The Team

The team delivers essential service and operational support to MassMutual agencies and field advisors, with a focus on accuracy, compliance, efficiency, and a consistent service experience.

We are a collaborative, service-oriented group that values ownership, partnership, and continuous learning. Team members are cross-trained to support workload needs and are encouraged to identify ways to improve processes and create efficiencies for both the field and internal partners.

The Impact

This role delivers a consistent, high-quality service experience by serving as a trusted resource for agent benefit programs and ensuring accurate, timely resolution of benefit-related needs. Through strong partnership, subject-matter expertise, and a continuous improvement mindset, the role supports operational effectiveness and organizational readiness amid change.

Key Contributions:

• Serves as a primary point of contact for agent benefit inquiries and service requests, ensuring timely and accurate resolution

• Applies plan requirements and business practices to maintain consistency, compliance, and quality outcomes

• Collaborates with sales partners, field teams, internal stakeholders, and vendors to support seamless service delivery

• Contributes to efficiency and scalability through cross-training, process improvements, and support of system and program changes

Key Responsibilities (% of Time)

• Case Handling (60%)
  Support department service levels and KPIs by reviewing, resolving, and completing benefit service requests accurately and efficiently. Apply plan rules and standard work processes to ensure quality outcomes.

• Service Support (20%)
  Respond to inbound inquiries via phone, email, and work requests, documenting and resolving issues within established service expectations.

• Business Subject Matter Expertise (10%)
  Provide input on process improvements, participate in team meetings and cross‑functional initiatives, and support implementation efforts.

• Project & Initiative Support (10%)
  Support departmental initiatives, training, production readiness activities, and technology or product rollouts.

The Minimum Qualifications

• High School Diploma or equivalent

• 1+ years of experience in a customer service, call center, insurance, benefits administration, HR operations, insurance or financial services environment handling transactional work

• 1+ years’ experience responding to inbound customer inquiries via phone, email, or ticket/work request systems

• 1+ years’ experience working with Microsoft Office suite 

The Ideal Qualifications

• Bachelor’s Degree

• 1+ years’ experience supporting field partners, advisors, or agents

• 1+ years of experience managing high‑volume casework or service requests while meeting defined service levels, KPIs, or quality standards

• 1+ years’ experience working in a regulated or compliance‑driven environment

• Organizational skills and attention to detail

• Ability to identify opportunities and problem solve effectively

• Ability to multitask and meet deadlines

• Strong Communication Skills – written & verbal

• Strong customer service orientation (financial services experience desired)

• Action-orientation and ability to assume ownership of requests / problems and deliver effective resolution to customers.

• Quantitative proficiency for performing manual calculations.

What to Expect as Part of MassMutual and the Team

• Regular meetings with the Advisor Operations team

• Focused one-on-one meetings with your manager

• Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQIA+, veteran and disability-focused Business Resource Groups

• Access to learning content on Degreed and other informational platforms

• Your 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. 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.

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