Mutual Opportunities
Field Service Specialist
Springfield, Massachusetts
Thank you to our employees for voting us one of the top places to work in Massachusetts for seven 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
Field Service Specialist
MassMutual Strategic Distributors (MMSD) Advisor Onboarding
Full-time, Springfield, MA
The Opportunity
We’re looking for someone to join MMSD Advisor Onboarding team as a Field Service Specialist. In this role, you will be an integral part of a Producers’ first impression of MMSD. You will be a part of a team that delivers a superior level of service while prioritizing, administering, and processing key functions in support of the onboarding and appointing of new Producers to MMSD.
Our Specialists are committed to continuously improving the trust and confidence of our distribution partners by demonstrating ownership, innovation, and transparency in handling these administrative duties, listening to, documenting, and responding to inquiries within established turnaround times with a focus on quality. We are a lean, agile organization that continues to grow and evolve to sustain our commitment to making a difference for our MMSD distribution partners across Life, Disability Insurance, and Annuities.
The Team
MassMutual Strategic Distributors (MMSD) is MassMutual’s dedicated third-party distribution channel, focused on building strong relationships and forging new ones with experienced financial firms and professionals throughout the country. Within this collaborative environment, you will work in close partnership with your immediate team of specialists, your Field Service Consultants, Relationship Managers, our distribution partners and producers, Sales, Advisor Operations, and other internal stakeholders.
The Impact
- Review and processing of onboarding applications for new Producers to MMSD
- Perform due diligence reviews and background checks of Producers; assessing a Producers’ eligibility to do business with MMSD
- Promptly and clearly communicate and follow up on outstanding requirements related to the onboarding and appointment of Producers
- Update our systems of records related to the onboarding and appointment of Producers with close attention to detail
- With direction, apply State requirements and business practices for prompt and accurate case resolution.
- In adherence with documented service expectations and standards, provide service-response support to inbound inquiries, including work requests, phone calls, and emails from customers, business partners, and distribution partners
- Listen to, document, and respond to inquiries within expected timeframes
- Support team service levels and key performance indicators within established guidelines and under general supervision, including quality standards
- Provide business expertise with customer issues / continuous improvements opportunities to drive efficiency and increase capacity. Provide a presence at meetings / huddles to influence dialogue and progress.
The Minimum Qualifications (Required)
- High School Diploma/GED/HiSET
- 1+ years of customer service experience, including internship, part-time experience
- Due to the nature of this position, as 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 (Preferred)
- Bachelor’s Degree
- Financial Services experience
- Call center experience
- 2+ years of customer service experience
- Basic knowledge of mainframe applications and Microsoft Office suite
- Quantitative proficiency for performing manual calculations
- Organizational skills and attention to detail
- Ability to identify opportunities and solve problems effectively
- Ability to multitask and meet deadlines
- Adaptability to handle changing priorities
- Action orientation and the ability to assume ownership of requests and problems and deliver effective resolution to customers
- Analytical ability and attention to detail
- Desire to learn and apply Lean principles and methodologies
What You Can Expect at MassMutual
MassMutual offers the opportunity to do meaningful work within a purpose-driven organization that values long-term impact over short-term outcomes. In this role, you can expect:
- Clear areas of ownership and accountability, with work that connects directly to company and customer outcomes
- A collaborative environment where perspectives are welcomed
- Access to learning, development, and internal networks that support continuous growth and skill-building over time
- Employee-led communities and forums that foster connection, learning, and inclusion across the organization
- A culture grounded in integrity, responsibility, and stewardship—supported by a company with a strong legacy and a future-focused mindset
#LI-JF1
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
California residents: For detailed information about your rights under the California Consumer Privacy Act (CCPA), please visit our California Consumer Privacy Act Disclosures page.
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: $48,000-$60,500
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?
Candy
Marketing Consultant
Atsam
Head of Advisor/Client Experience & Business Excellence
Erica
Head of Procurement
where we work
Springfield Office
1295 State Street, Springfield, MA
Boston Office
10 Fan Pier Blvd, Boston, MA
New York Office
2 Park Ave,
New York, NY
Virtual
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