Field Service Specialist

The Opportunity

Provide the highest level of service support for the functional areas in support of the MassMutual Distribution System. Incumbents may participate in or even lead projects related to service improvements. Incumbents are responsible for expediting the handling and support of service requests. May include some or several of the following transactions: On- boarding, Financing Set-up and Initial Registration Interaction with Sales partners and Field personnel, Compensation, Contracting, Address Changes, Book of Business, Direct Deposit, Credentialing, and Vendor relationship management. Incumbents collaborate with team members to identify problems, analyze root causes, and think creatively for solutions. The incumbent will have opportunity to cross-train and be cross-trained on functions that align together to be able to support load balancing of demand and identify areas where efficiencies can be gained.

The Team

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. Field Service Specialists deliver 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!

The Impact

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.

Credentialing

• Provide Field support for New Business validations tied to state licensing, appointments, Anti-Money Laundering, and MM/State required training.
• Credentialing Error Resolution.
• Commission Change Form Processing.
• Licensing Reimbursements.

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.

The Minimum Qualifications

• High School Diploma/GED/HiSET
• 1+ years experience in the financial services and/or insurance industry
• 1+ years of customer service experience

The Ideal Qualifications

• 2+ years of customer servicer experience
• Organizational skills and attention to detail
• Desire to learn and apply Lean principles and methodologies
• 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
• Basic knowledge of mainframe applications and Microsoft Office suite 
• Ability to identify opportunities and problem solve effectively
• Ability to multitask and meet deadlines
• Adaptability to handle changing priorities
• Analytical ability and attention to detail
• Strong Communication Skills – Written & Verbal

What to Expect as Part of MassMutual Field Service Team

• Regular meetings with the team
• Focused one-on-one meetings with your manager
• Access to mentorship opportunities
• 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
• 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 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.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.