Field Service Specialist

The Opportunity

Provide the highest level of service support for the functional areas in support of the Career Agency System. Incumbents may participate in or even lead projects related to service improvements.

Incumbents are responsible for expediting the handling and support of service requests. May include some or several of the following transactions : On- boarding, Financing Set-up, Business Succession Agreement set-ups and triggering events.

Interaction with internal and external business partners, Compensation, Contracting, Address Changes, Book of Business, Direct Deposit, Credentialing, and Vendor relationship management.

Incumbents collaborate with team members to identify problems, analyze root causes, and think creatively for solutions. The incumbent will have opportunity to cross-train and be cross-trained on functions that align together to be able to support load balancing of demand and identify areas where efficiencies can be gained.

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, Business Succession, 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.

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

The Ideal Qualifications

• Bachelor's Degree
• 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

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Salary Range :

$45,600.00-$57,400.00

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.