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 five consecutive years!
Overview
A career with us means you’ll work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are at the foundation of what enables MassMutual to deliver on our purpose to help people secure their futures and protect the ones they love.
We embrace the idea that we all are stronger and better through our support for one another. We strive to create a culture where employees feel valued and are celebrated for who they are.
“Since our founding in 1851, mutuality has put our policyowners at the center of everything we do. At our core, we’re a company of people helping people in their time of need, and that spirit extends to the culture we’ve built at our company. Our employees support and rely on each other each day, collaborating to deliver the best solutions for our customers and help millions more secure their future and protect the ones they love.”
Job Description
The Opportunity
Do you want to be part of a team that encourages your growth, supports your ambitions, and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual, we help millions of people find financial freedom, offer financial protection, and plan for the future. This role is within our newly launched distribution channel, MassMutual Strategic Distributors. Join our dedicated onboarding team to help grow your career and our channel!
The Team
Our Field Service Specialist team provides service support across the functional areas within Advisor Operations to expedite the handling and support of service inquiries and requests. Support is provided to the administration of MassMutual’s Compensation plans, Onboarding, Offboarding, Relationship Maintenance, Credentialing, Book of Business, Address Changes, Direct Deposit, Agent Financing, Debt Management, Agent Benefits, Tax Reporting, and Compensation and Payroll functions for producers and entities across MassMutual’s Distribution Systems. Interaction with sales partners, field personnel, and internal business partners is a key component of the position. Advisor operations delivers 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
As a Field Service Specialist, you will work on:
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.
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 proven, exceptional customer service skills
- 1+ years experience in the financial services and/or insurance industry
- Due to the nature of this position, as a 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
- Bachelor's Degree
- Financial Services experience
- Call center experience
- 2+ years of customer service experience
- Quantitative proficiency for performing manual calculations
- Basic knowledge of mainframe applications and Microsoft Office suite
- Organizational skills and attention to detail
- Ability to identify opportunities and problem solve effectively
- Ability to multitask and meet deadlines
- Adaptability to handle changing priorities
- Action-orientation and ability to assume ownership of requests / problems and deliver effective resolution to customers
- Analytical ability and attention to detail
- Desire to learn and apply Lean principles and methodologies
What to Expect as Part of MassMutual Strategic Distributors and the 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
#LI-DK1
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.
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: $46,800.00-$58,900.00
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*
- 88% of employee respondents say they are proud to work at MassMutual
-
90
% of employee respondents say they feel encouraged to bring forth new ideas - 86% of employee respondents say MassMutual cares about and supports the well-being of their employees
*Source: 2024 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
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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