Account Management Specialist

MassMutual • Springfield, MA

9h

About The Position

The New Business Account Manager is a dedicated client relationship business partner supporting the New Business and Underwriting experience. This field-facing role develops, maintains, and strengthens relationships with agency staff and financial professionals to support long-term growth and policy persistency. The Account Manager works with agency staff, brokers, external vendors, and MassMutual departments to manage new-business timelines, understand agency needs, document processes, and support successful onboarding of newly sold business.

Account Managers are the primary contacts for agency partners, providing onboarding, service, and support for new business across dedicated distribution channels. They act as extensions of distribution partners, simplifying processes and reducing complexity. They regularly engage with firms, Financial Professionals, and General Agents, supporting discussions about strategy, performance, products, and regulatory updates. Their work contributes to the sales funnel and future business opportunities.

The Account Manager team is collaborative and focused on delivering exceptional client experiences through teamwork, open communication, and lasting relationships. MassMutual describes a purpose-driven, inclusive organization that emphasizes integrity, accountability, continuous learning, and long-term impact. The role offers a salary range of $62,900–$79,300, with incentive and bonus opportunities. MassMutual states that it offers industry-leading pay and benefits; further benefits information is available through its Total Rewards at a Glance.

Requirements

• High school diploma.
• At least 3 years of work experience in the financial or insurance industry, or in client relationship management.
• Strong understanding of company products, services, and business operations.
• Ability to present processes, results, and best practices to internal and external stakeholders.
• Detail-oriented and able to work independently under tight deadlines.
• Ability to thrive in fast-paced, diverse, and dynamic environments.
• Commitment to exceptional service and performance excellence.
• Proficiency using multiple systems and tools.
• Strong organization skills and ability to manage multiple priorities.
• Effective communication, negotiation, and conflict-resolution skills.
• Collaborative approach and respect for procedures and timelines.
• Flexibility to support business needs during peak periods and critical deadlines.

Nice To Haves

• Bachelor's degree.
• At least 1 year of Life or Disability Insurance product knowledge.
• At least 1 year of case management or underwriting experience for Life or Disability Insurance.
• At least 5 years of experience in Financial Services, Customer Service, or Client Relationship Management.

Responsibilities

• Manage pending inventory and issued cases to improve placement rates.
• Act as a liaison between firms and internal teams, providing timely updates and resolving escalations.
• Deliver training and communicate process changes to firm New Business staff.
• Build relationships with internal and external stakeholders to streamline workflows.
• Conduct agency visits and presentations to educate, gather feedback, and strengthen partnerships.
• Facilitate regular calls with agencies to review metrics, address gaps, and solve problems.
• Partner with Compliance and Field Risk Management on regulatory matters.
• Identify process improvements and provide coaching to make it easier to do business.
• Participate in projects focused on service enhancements and customer centricity.
• Manage new-business timelines, understand agency business needs, establish and document supporting processes, and facilitate onboarding of newly sold business.
• Support meetings with firms, Financial Professionals, and General Agents concerning strategy, performance, products, and regulatory updates.

Benefits

• Incentive and bonus opportunities; total compensation includes either a bonus target or, in a sales-focused role, Variable Incentive Compensation.
• MassMutual describes its benefits as industry-leading and directs applicants to its Total Rewards at a Glance for details.
• Access to learning, development, and internal networks supporting continuous growth and skill-building.
• Employee-led communities and forums that foster connection, learning, and inclusion.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED