Mutual Opportunities
Policyholder Service Consultant
Springfield, Massachusetts
Thank you to our employees for voting us one of the top places to work in Massachusetts for five consecutive years!
Overview
A career with us means you’ll work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are at the foundation of what enables MassMutual to deliver on our purpose to help people secure their futures and protect the ones they love.
We embrace the idea that we all are stronger and better through our support for one another. We strive to create a culture where employees feel valued and are celebrated for who they are.
“Since our founding in 1851, mutuality has put our policyowners at the center of everything we do. At our core, we’re a company of people helping people in their time of need, and that spirit extends to the culture we’ve built at our company. Our employees support and rely on each other each day, collaborating to deliver the best solutions for our customers and help millions more secure their future and protect the ones they love.”
Job Description
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 Team
As a Policyholder Service Consultant, you will be joining us as a member of the Institutional Insurance Operations New Business Team. We are an industry leading service operation in the BOLI/COLI Market with a high focus on customer service. You will work alongside a team of professionals across many business cycles including the Institutional Insurance Sales Team, Underwriting, and an established Sales Distribution Channel. We as a team value strong communication skills, a willingness to learn beyond your day to day responsibilities, leadership traits, business acumen and self-awareness. We are the face of the BOLI/COLI Market for MassMutual and are built with a great sense of community and the desire to achieve results as a team.
The Impact
The Policyholder Service Consultant will serve 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 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). Specific servicing tasks include processing fund reallocation requests, premium payments, policy loans, and death claims, all with high attention to accuracy and timeliness. In this position, you will also be expected to play a lead role developing the servicing function and documenting procedures for our newest product, Strategic Life 21 (SL21), a private placement variable universal life product (PPVUL) predominantly designed to appeal to the Insurance Company-Owned Life Insurance (iCOLI) market, expected to commence sales in early Fall 2023. This product will offer a large line-up of daily valued mutual fund subaccounts in addition to Insurance Dedicated Fund (IDF) subaccounts comprised of illiquid and alternative investment strategies that are not daily valued.
Key Responsibilities Include:
- Complete daily and monthly reporting in addition to servicing a specialized group of products.
- Work closely with investment accounting and Financial Controls to ensure a seamless execution of complex requests involving Illiquid Investment options.
- 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.
- Process complex transactions within service standards.
- Conduct research to complete service requests.
- 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 policies and procedures to ensure operational objectives are met.
- Prepare and explain complex agreements and understand and be aware of pertinent regulations.
- Manage client expectations by communicating when SLAs will not be met and setting realistic deadlines.
- Resolve specialized/complex, high impact service requests for multiple divisions/products on behalf of the Enterprise.
The Minimum Qualifications
- Bachelor's degree and 2+ years servicing general account and/or variable life insurance policies or annuity policies OR 4+ years experience in lieu of degree
- 1+ year experience with variable product prospectuses and mutual funds
- 1+ year experience with variable life insurance regulations and processing including 38a-1
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
- 3+ years of demonstrating strong PC skills including Word, Excel, and Outlook
- Proven relationship management/outstanding customer service delivery
- 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 MassMutual and the Team
- Regular meetings with the 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
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
Salary Range: $65,800.00-$86,300.00
Hiring Process
Explore
Explore our open jobs by clicking 'search jobs' to find a position that aligns with your experience and skills. You may also consider joining our Talent Network.
Apply
Click the “apply” button on that job posting to complete and submit your application. Your application will be reviewed by a recruiter, which, due to the volume of applications received, may take some time as we carefully consider each application.
Screen
After your application has been reviewed, if you meet the qualifications for the role, a recruiter will reach out to you to start a conversation.
Interview
If you are invited for an interview, you will be scheduled to meet with the hiring manager and hiring team.
Offer
If you are extended an offer to join MassMutual and accept, your start will be contingent upon a satisfactory background check.
Hire
If you accept the offer, we will be so excited to welcome you to the MassMutual community!
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
By the numbers*
- 88% of employee respondents say they are proud to work at MassMutual
-
90
% of employee respondents say they feel encouraged to bring forth new ideas - 86% of employee respondents say MassMutual cares about and supports the well-being of their employees
*Source: 2024 MassMutual employee engagement survey
Award-Winning Culture
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 and participating policyowners, we are defined by mutuality and our vision to provide financial well-being for all Americans. 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.
We strive to build a thriving community where everyone is valued, included, and feels that they belong.
At MassMutual, we Live Mutual.
How We Work
MassMutual’s flexible workplace approach combines the importance of connecting in person and the flexibility of working remotely. Our hybrid model puts collaboration first with employees coming in at least three days per week to our spectacular campus settings and also enjoying the flexibility of remote Fridays, company-wide remote weeks, and a bank of flexible remote weeks to use throughout the year.
Benefits for the whole you (and your loved ones)
There’s more to your life than your job and there’s more to your aspirations than a paycheck. We take a holistic view of compensation and benefits that provides the flexibility to create a healthy balance in your life for work, family, and community. We offer the benefits you’d expect, like medical, dental, 401(k), and generous vacation time, but we also offer ones you might not expect, like three paid days for volunteering, a $1,250 annual Well-Being Wallet, and up to 320 hours of caregiver leave.
Explore some of our offerings below. Benefit details can be found here.
Why MassMutual?
Kevin
Compliance Consultant
Seth
Service Management Consultant
Kymberly
Head of Experience Journey Mapping
where we work
Springfield Office
1295 State Street, Springfield, MA
Boston Office
10 Fan Pier Blvd, Boston, MA
New York Office
2 Park Ave,
New York, NY
Virtual
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