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Policyholder Service Consultant

Springfield, Massachusetts Customer Service Job ID R14623

The Opportunity

As a Policyholder Service Consultant in MassMutual’s Institutional Insurance business, you will be responsible for delivering value to our bank-owned life insurance (BOLI) and corporate-owned life insurance (COLI) clients, advisors, and TPAs via your experience servicing general account and variable life insurance policies and/or annuity policies. In this role, as well as all roles within MassMutual, you will demonstrate accountability, agility, a dedication to be inclusive, and strong business acumen. We also highly value strong communication skills, a passion for learning, leadership traits, resilience, and self-awareness.

The Impact

The Policyholder Service Consultant serves as a critical role providing customer service to MassMutual’s Institutional Insurance BOLI and COLI policyholders, distribution partners and servicing administrators.  The day-to-day responsibilities of this role will include providing ongoing service to the BOLI and COLI Clients performing Reporting and Post Issue servicing activities and responding to requests received by phone and/or email, while managing your queue in our workflow management system (CATS or Trex)

The Key Responsibilities Include:

  • Produce daily, monthly, quarterly and annual reporting for MassMutual’s BOLI and COLI clients.

  • Work closely with investment accounting and Financial Controls to ensure seamless execution of policy or group level transactions impacting variable life insurance policies.

  • Provide technical guidance, information, and procedural advice on a variety of complex customer service issues requiring knowledge of variable universal life insurance products, policy administration and illustration systems, mutual funds, and processing transactions. 

  • Respond to telephone or electronic inquiries/service requests of the most complex nature with appropriate timeliness and urgency. 

  • Process complex transactions responsive to client requests, following written procedures, within prescribed service standards, conducting research as necessary.

  • Focus on quality control, meeting time sensitive deadlines, and process improvement. 

  • Monitor service activity, prepare service reports, and troubleshoot complex technical problems. 

  • Facilitate, coordinate, and recommend improvements to policies and procedures in support of continuous improvement.

  • Demonstrate awareness of pertinent state and federal regulations impacting servicing of life insurance.

  • Manage client expectations, setting realistic deadlines and communicating if SLAs will not be met.

The Minimum Qualifications

  • Bachelor's degree

  • 3+ years' experience servicing variable life insurance policies or annuity policies

  • 3+ years' experience working with excel / large data sets and numbers

  • 3+ years' experience with life insurance/annuity policy forms and provisions and the services necessary to support their ongoing administration.

The Ideal Qualifications

  • Bachelor's Degree in business, finance, or technical subject preferred

  • 5+ years of work experience related to Variable Universal Life Policies or variable Annuity Contracts 

  • 5+ years of work experience demonstrating strong Excel skills

  • Proven relationship management/outstanding customer service delivery 

  • Familiarity with product prospectuses and mutual funds

  • Familiarity with variable life insurance regulations and processing including requirements under SEC Rule 38a-1

  • Strong communication and relationship building skills

  • Strong quantitative and analytical skills 

  • Investment product knowledge including mutual funds, prospectuses, and alternative investments

What to expect as part of the MassMutual Team

  • Regular meetings with the BOLI/COLI New Business & Post Issue Services 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


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.
Salary Range: $61,000.00-$80,000.00 Apply

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About MassMutual®

At MassMutual, we believe in the value of being together in our offices and in personal flexibility.

Our work environment is one where the majority of our team members work a hybrid schedule — working at least three days in the office (Tuesday, Wednesday and a third day) and the rest remotely, balancing flexibility with in-person collaboration. While the majority of our employees follow this hybrid model, some of our roles continue to be 100% on-site and others may be 100% remote, subject to business needs.

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, policyowners and customers, we are defined by mutuality and our vision to put customers first. 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. At MassMutual, we Live Mutual.

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