Field Service Specialist

As a Field Service Specialist on the Profile & Book of Business team, you will play a critical production role supporting MassMutual’s field advisors. This position is focused on high‑priority operational work that directly impacts advisor relationships and business continuity—particularly advisor lifecycle events.

This is an ideal role for someone who thrives in a fast‑paced, deadline‑driven environment and brings strong organization, urgency, and follow‑through to their work. You’ll partner closely with field advisors, sales partners, and internal stakeholders to ensure service requests are handled accurately, efficiently, and with a high standard of quality.

The Team

Advisor Operations delivers essential service and operational support to MassMutual agencies, producers, and entities across our distribution system. The Profile & Book of Business team is a production‑focused group that values accountability, collaboration, and continuous improvement. Team members are cross‑trained, support one another during peak volumes, and are encouraged to identify opportunities to improve processes and create efficiencies that enhance the field experience.

The Impact

In this role, you will deliver high‑volume, time‑sensitive operational support that directly impacts advisor relationships and business continuity. Working in a fast‑paced, production environment, you will ensure book of business changes are processed accurately, efficiently, and in alignment with service commitments.

What you’ll do:

• Execute production‑oriented service work related to book of business maintenance

• Process address changes, terminations, and reassignments with speed and accuracy

• Serve as a primary point of contact for incoming service requests from field partners

• Meet service levels, KPIs, and quality standards

• Own work from intake through completion, ensuring strong follow‑through

• Identify opportunities to improve processes and drive efficiency

Service & Business Support:

• Respond to inbound requests via email, phone, or work queues in accordance with service standards

• Document requests and actions accurately to support consistent outcomes

• Apply business knowledge to resolve issues and support continuous improvement

• Collaborate with peers and partners on operational and cross‑team initiatives

Project & Change Support:

• Support department initiatives, clean‑up efforts, and deadline‑driven work

• Participate in training and readiness activities for new tools, products, or processes

Minimum Qualifications

• High School Diploma or equivalent

• 1+ year of experience in a high‑volume operations, customer service, or administrative role

• 1+ year of experience handling time‑sensitive work with accuracy in a fast‑paced environment

• 1+ year of experience working against service levels, turnaround times, or quality standards

• 1+ year of demonstrated experience prioritizing and managing multiple work items while meeting production expectations

• Due to the nature of this position, as a part of our background check process, candidates must be able to pass a non-registered fingerprint background check to qualify as a fingerprinted person under FINRA 

Ideal Qualifications

• Bachelor’s degree

• Experience processing detailed transactions or data updates with a high level of accuracy

• Experience serving as a point of contact for internal or external partners via email, phone, or ticketing systems

• Experience handling high‑volume transactional or case‑based work

• Strong organizational skills with attention to detail

• Ability to manage competing priorities and meet deadlines

• Sense of urgency with strong follow‑through and accountability

• Effective written and verbal communication skills

• Comfort working in production systems and Microsoft Office

What to Expect as Part of MassMutual and the Team 

• Regular meetings with the Field Services Specialist Team

• Focused one-on-one meetings with your manager

• 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. 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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