Field Service Specialist

The Opportunity

As a Field Service Specialist supporting Advisor Operations, you will play a critical role in ensuring the MassMutual field is paid accurately, on time, and in compliance. This role sits within Payroll Support & Controls, a function essential to keeping the distribution system operational and trusted by our agencies, producers, advisors, and sales leadership.

Team

This role reports into Advisor Operations, under the leadership of Manny Goncalves, Field Service Director, and partners closely with Payroll, Compensation, Finance, and other operational teams that support MassMutual’s field distribution system.

Impact

Beyond resolving complex issues, the Field Service Specialist operates as a trusted subject matter expert—elevating team capability while strengthening controls, processes, and remediation efforts that support consistent, high‑quality service delivery and sound risk management across the organization.

This role collaborates with teammates to identify issues, analyze root causes, and develop thoughtful, sustainable solutions. The Field Service Specialist provides the highest level of support within their area of discipline, contributes to or leads service improvement initiatives, and may support vendor relationship management and oversight. In addition, this role may act in a Team Lead capacity—partnering with the manager to facilitate daily huddles, guide problem‑solving discussions, and mentor team members to drive continuous improvement.

You will help ensure:

• Accurate and timely advisor and sales manager compensation

• Strong payroll controls and reconciliations

• Resolution of complex payroll and compensation issues

• Continuous improvement of payroll support processes

• Confidence and trust across our advisor distribution system

Key Responsibilities

Case Handling (60%)

• Own and resolve complex payroll and compensation service requests across MassMutual’s distribution system and product lines

• Act as a primary point of contact for review, analysis, and completion of incoming service requests

• Support and help improve departmental service levels and key performance indicators

• Apply state requirements and business practices to ensure prompt, accurate, and compliant case resolution

• Adhere to – and contribute to the improvement of – functional standard work to increase efficiency and effectivenessService Support (20%)

• Provide high‑quality service support for inbound inquiries via work requests, phone calls, and email

• Listen, document, and respond within defined service standards and timelines

• Support team service‑level and quality expectations while managing higher‑risk or escalated inquiriesBusiness Subject Matter Expertise (10%)

• Serve as a go‑to subject matter expert for payroll support and compensation processes

• Identify opportunities for continuous improvement that drive efficiency and capacity

• Participate in meetings and huddles to influence outcomes and progress

• Communicate updates and changes to impacted stakeholder groups

• Act as a liaison or lead contributor on cross‑department problem‑solving initiatives

Project & Initiative Support (10%)

• Support departmental readiness for initiatives impacting Payroll Support & Controls

• Contribute to targeted production work related to new initiatives, clean‑up, or remediation efforts

• Participate in training, learning activities, and readiness assessments for new products, processes, or technology rollouts

Minimum Qualifications

• High School Diploma 

• 1+ years of work experience in financial services industry

• 1+ years’ experience with Microsoft Excel, including the ability to create and analyze Pivot Tables and use lookup functions (e.g., VLOOKUP or equivalent) for data reconciliation, reporting, or analysis. 

• 1+ years demonstrated strong analytical, problem‑solving, and / or case‑management skills

• 1+ years’ experience meeting service‑level expectations in a high‑volume, regulated environment

Ideal Qualifications

• Experience supporting advisor or sales compensation/payroll

• Knowledge of financial services, distribution operations, or field compensation models

• Prior experience serving as a subject matter expert or escalation point

• Strong collaboration skills across operations, payroll, compensation, and finance partners

• Advanced organizational skills and attention to detail

• Ability to identify opportunities and effectively lead problem solving discussions

• Ability to multitask and meet deadlines and handle changing priorities

• Strong customer service orientation (financial services experience desired)

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

• Analytical ability and attention to detail

• Quantitative proficiency for performing manual calculations.

• Basic knowledge of mainframe applications and Microsoft Office suite 

• Desire to learn and apply Lean principles and methodologies

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

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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