New Business Case Manager

The Opportunity

As a Case Manager, you will help clients and financial professionals successfully navigate the annuity new business process. By managing applications, facilitating transfers, ensuring compliance, and resolving issues, you will deliver a high-quality service experience while helping new business move efficiently from submission to issue. We’re looking for individuals who are excited to learn and help enhance our service experience!

The Team

As part of our Annuity New Business organization, our Case Management teams play a critical role in delivering a seamless, high-quality experience for our field partners and clients. These teams are driven to build and strengthen meaningful relationships while consistently meeting service level commitments and maintaining strong quality standards. With a focus on continuous improvement, collaboration, and professional development, the teams work together to drive operational excellence, enhance outcomes, and achieve shared business goals.

The Impact

As a Case Manager your responsibilities will include, but not be limited to the following:

• Manage the end-to-end review and processing of MassMutual Annuity Products for both the MMFA and MMSD channels
• Perform an in-good-order review of MassMutual Annuity applications for both the MMSD and MMFA Channels based on pre-set rules/criteria. This includes identifying corrections needed, explaining why and how to correct, and documenting the system.
• Facilitating the transfer of client assets from another company to MassMutual by creating Transfer packages
• Managing the entire multi-step Reg 60 process which may include creating documents, sending paperwork, analyzing results, and communicating with the financial professional/staff
• Applying funds and other contract changes to the administrative platform
• Communicate with financial professionals and their staff via email and phone at every stage of the new business process
• Partner with internal business partners such as relationship managers, wholesalers, and other teams to resolve questions or issues on new business applications
• Understanding SEC regulations with Variable Annuity rules to ensure adherence to those rules
• Ability to cross train on other new business functions to support volume spikes across other teams
• Act with a sense of urgency and ensures expectations are delivered against
• Seek to raise the bar on the service experience delivered to the customer and Advisor

The Minimum Qualifications

• High School Diploma or equivalent
• 1+ year in a customer service role
• 1+ year of experience in financial services and/or insurance operations
• 1+ year of experience reviewing and processing financial or insurance applications, forms, or transactions with a high degree of accuracy

The Ideal Qualifications

• 1+ year annuity experience
• Ability to work in a fast-paced high-volume environment without sacrificing quality of work
• High degree of ownership and sense of urgency
• Passion for embracing business process improvement opportunities
• Strong verbal & written communication skills
• Strong organizational and time management skills are essential

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 

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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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