Operational Support Specialist

The Opportunity

As an Operational Support Specialist, you will be responsible for performing daily office tasks including managing various records, filing, recording, running reports, imaging/indexing and resolving routine to complex problems. Additional responsibilities may include researching, auditing requests, processing work and/or retrieving data or correspondences from files as requested within an appropriate time frame. Supports department and follows organization and department procedures to complete tasks in a timely manner. Has knowledge of commonly used concepts, practices, and procedures within a particular field. You may also assist as a resource for GCC (Global Capability Center in India) Insurance Operations associates. In addition, you may manage service-related needs, support the department, and follow procedures to complete tasks in a timely manner while identifying opportunities to execute on efficiencies. May need to engage the appropriate business partners to identify resolution.

The Team

The team is comprised of approximately 15 associates that work collaboratively on like functions with communication to meet daily service level agreements. Our goal is to ensure we provide optimum service to both our internal and external customers. The ideal candidate would possess agility, resilience, collaboration, communication, and leadership.

The Impact

• Responsible for processing and researching various standard to complex customer related requests demonstrating attention to detail to ensure quality and timeliness in all facets of the role
• Supports the maintenance and documentation of various policies and procedures
• Identifies and helps to improve workflows/procedures and/or acts as a representative for team as needed
• Applies knowledge and critical thinking to handle various situations/ problems independently but seeks guidance in highly complex tasks
• Manages priorities effectively and adapts quickly to achieve goals
• Effectively switches tasks throughout the day as needed while maintaining appropriate accuracy and productivity levels
• Effective management, retrieval, and retention of records/documents

The Minimum Qualifications

• High School Diploma or GED/HiSET
• 1+ year of Operations and/or Customer Service experience
• 1+ year experience with Microsoft Word, Outlook, and Excel
• 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.

The Ideal Qualifications

• Passion for customer service; demonstrates empathy for our customers and thinks about our customer from end to end
• Flexible, “can-do” attitude, self-motivated, and ability to work collaboratively with peers and business partners; No "we vs. they”
• Works well in a diverse, fast-paced and dynamic, professional environment
• Detailed oriented, analytical/critical thinking skills   
• Collaborative spirit/focus
• Strong organizational and time management skills
• Able to successfully shift priorities as needed
• Eager and able to learn new or enhanced processes
• Able to identify and work to implement process improvements

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MassMutual is an equal employment opportunity employer. We welcome all persons to apply.

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