The Opportunity:

As a Field Service Consultant, you will be in control and accountable for daily interactions with Field representatives and Agency Staff. You will perform all aspects of customer service work (phone and email) as it relates to MassMutual’s Compensation plans, Relationship status, Credentialing, Book of Business, Address Changes, Direct Deposit, Agent Financing, Debt Management, Agent Benefits, Tax Reporting, and Payroll inquiries for producers and entities across MassMutual’s Distribution Systems. We strive to build the trust and confidence of our business partners including the Field and Agency contacts by demonstrating accountability, ownership, flexibility and transparency through each of our service connections.

The Team

The Field Service and Resolution Team is comprised of Consultants who demonstrate a passion to understand our customer’s needs while taking the initiative to resolve potential issues. The team is committed to First Inquiry Resolution by focusing on personal skill development to provide confident, value add and respectful responses including promoting awareness and training to self-service tools and options to our customers.

As a contact center supporting real-time demand, we utilize call center technology to support an inbound 800-line that is open 8:00 a.m. to 6:00 p.m. PST. Email inquiries are managed during core business hours via Outlook. Consultants independently use a scheduling approach to ensure adequate coverage throughout the day, and you can expect to periodically be scheduled for early coverage (begin work at 7:30 a.m. PST) and late coverage (end work at 6:00 p.m. PST) based on business needs.

Understanding and planning support for training, projects and key business initiatives impacting the field and team is critical to successfully meeting and exceeding targets and expectations. Identification, accountability and communication of issues which can impact service support across the team is critical to achieve results. Initiative, Influence and Execution is the Field Service & Resolution driving theme!

The Impact

• Support incoming forecasted work (calls & emails) meeting service expectations. Daily individual target and plan is consistently being met and balanced alongside quality of work.

• Review, understand and integrate workflows, procedures and relevant topics into the support of daily work. Initiate 1:1 training when deemed necessary.

• Independently handle routine to moderately complex problems or inquiries while managing customer expectations including resolution and turnaround time deliverables.

• Effectively collaborate with peers to actively contribute to development and delivery of strategies, service standards, and objectives for team.

• Work on small scale projects, solve problems and seek opportunities by researching and identifying viable options or recommendations; participate in continuous improvement of work processes and procedures; and have a working knowledge of all required systems, resources, and relationships.

The Minimum Qualifications

• High School Diploma/GED/HiSET

• 2+ years of Customer Service/Call Center experience

• Must be based in the following states or be willing to relocate to be considered for 100% Remote: Arizona, New Mexico, Utah, Colorado, Idaho, Wyoming, Montana, California, Nevada, Oregon or Washington

• 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

• 3+ years of Financial Services Industry experience

• Prior experience in Agency / Firm Operations

• Bachelor's degree

What to Expect as Part of MassMutual Field Service and Resolution 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

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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.

Offers of employment are contingent on the completion of satisfactory references, background investigation, and (if applicable) any federal securities law requirements/FINRA regulations (including fingerprinting) and/or passing of a drug screening.