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Field Service Specialist
Field Service SpecialistMassMutual • Springfield, MA, US
Field Service Specialist

Field Service Specialist

MassMutual • Springfield, MA, US
1 day ago
Job type
  • Full-time
Job description

Do 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!

Position Location

  • Position location will be 2-3 days a week in the Springfield, MA office

The Team

Our 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. In 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 Impact

As a Field Service Specialist, you will work on :

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 FINRA

    • The Ideal Qualifications

  • Bachelor's Degree
  • Call center experience
  • 2+ years of customer service experience
  • Basic knowledge of mainframe applications and Microsoft Office suite
  • Quantitative proficiency for performing manual calculations
  • 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 methodologies

    • What 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

    • Salary Range :

    $44,500.00-$56,100.00

    At MassMutual, we focus on ensuring fair equitable pay, by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.

    Why Join Us.

    We've been around since 1851. During our history, we've learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard.

    We help people secure their future and protect the ones they love. As a company owned by our policyowners, 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.

    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.

    At MassMutual, we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component. For more information about our extensive benefits offerings please check out our Total Rewards at a Glance.

    About the company

    The Massachusetts Mutual Life Insurance Company, also known as MassMutual, is a Springfield, Massachusetts-based life insurance company. MassMutual provides financial products such as life insurance, disability income insurance, long term care insurance, retirement / 401 plan services, and annuities.

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    Field Service Specialist • Springfield, MA, US