Field Service Specialist

Company: MassMutual
Location: Springfield
Posted on: May 13, 2025

Job Description:

Field Service Specialist at MassMutual summary:
The Field Service Specialist at MassMutual provides comprehensive support to Advisor Operations, handling service inquiries and processing key functional responsibilities including compensation plans and relationship maintenance. This role requires exceptional customer service skills, collaboration with sales partners, and a commitment to improving operational efficiency. Specialists also engage in project support, contribute to continuous improvement initiatives, and work towards delivering a high standard of service in a dynamic environment.
The OpportunityDo you want to be part of a team that encourages your growth, supports your ambitions, and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual, we help millions of people find financial freedom, offer financial protection, and plan for the future. This role is within our newly launched distribution channel, MassMutual Strategic Distributors. Join our dedicated onboarding team to help grow your career and our channel!The TeamOur Field Service Specialist team provides service support across the functional areas within Advisor Operations to expedite the handling and support of service inquiries and requests. Support is provided to the administration of MassMutual's Compensation plans, Onboarding, Offboarding, Relationship Maintenance, Credentialing, Book of Business, Address Changes, Direct Deposit, Agent Financing, Debt Management, Agent Benefits, Tax Reporting, and Compensation and Payroll functions for producers and entities across MassMutual's Distribution Systems. Interaction with sales partners, field personnel, and internal business partners is a key component of the position. Advisor operations delivers a superior level of service while prioritizing, administering and processing key functions in support of MassMutual Agencies, Producers and Entities. We are proud of the diversity of work we complete and strive for cross-functionality of the various disciplines supported across Advisor Operations. Our Specialists are committed to continuously improving upon the trust and confidence of our Field partners by demonstrating ownership, innovation and transparency in the handling of these administrative duties by listening, documenting and responding to inquiries within established turnaround times with a focus on quality. We are a lean, yet agile organization that continues to grow and evolve to sustain our commitment to helping to make a difference for the Field!The ImpactAs a Field Service Specialist, responsibilities will include, but not be limited to the following:Case Handling

• Support department service levels and key performance indicators within established guidelines and under general supervision. -
• Adhere to and improve functional standard work to improve efficiency and effectiveness of work results. -
• Act as contact for review and completion of incoming service requests. -
• Provide support on departmental functional responsibilities across MassMutual's distribution system and product lines. Support individual / team service level and quality expectations. -
• With direction, apply State requirements and business practices for prompt and accurate case resolution.Service Support
  • In adherence with documented service expectations and standards, provide service response support to in-bound inquiries, including work requests, phone calls, and emails from customers, business partners, and field representatives. -
  • Listen, document, and respond to inquiries within expected timeframes. Support individual and team service level and quality expectations.Business Subject Matter Expertise
    • Provide business expertise to customer issues / continuous improvements opportunities to drive efficiency and increase capacity. -
    • Provide a presence at meetings / huddles to influence dialogue and progress. -
    • Communicate updates to impacted groups within department. -
    • Serve as liaison or lead to team or cross-departmental problem-solving initiatives. -
    • Coordinate and provide support to peers on throughout implementation of assigned tasks.Project Support
      • Support departmental readiness for initiatives impacting department. -
      • Support initiatives in targeted production role to meet deadlines and clean-up activities. -
      • Participate in scheduled training, learning activities, and assessments in preparation for new product or technology rollouts.The Minimum Qualifications
        • High School Diploma/GED/HiSET
        • 1+ years proven, exceptional customer service skills
        • 1+ years experience in the financial services and/or insurance industry
        • Due to the nature of this position, as a part of our background check process, candidates must be able to pass a non-registered background check to qualify as a fingerprinted person under FINRAThe Ideal Qualifications
          • Bachelor's Degree
          • Financial Services experience
          • Call center experience
          • 2+ years of customer service experience - -
          • Quantitative proficiency for performing manual calculations
          • Basic knowledge of mainframe applications and Microsoft Office suite -
          • Organizational skills and attention to detail
          • Ability to identify opportunities and problem solve effectively
          • Ability to multitask and meet deadlines
          • Adaptability to handle changing priorities
          • Action-orientation and ability to assume ownership of requests / problems and deliver effective resolution to customers
          • Analytical ability and attention to detail
          • Desire to learn and apply Lean principles and methodologiesWhat to Expect as Part of MassMutual Strategic Distributors and the Team
            • Regular meetings with the 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#LI-DK1MassMutual 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.
              
              Keywords:
              Field Service Specialist, customer service, financial services, insurance, sales support, service inquiries, operational efficiency, project support, MassMutual, Advisor Operations
              

Keywords: MassMutual, Leominster , Field Service Specialist, IT / Software / Systems , Springfield, Massachusetts