Account Management Specialist

MassMutual•Springfield, MA

6d•Onsite

About The Position

The New Business Account Management Specialist is a dedicated client relationship business partner that is a vital part of the New Business & Underwriting experience. As a critical field facing role, this position is accountable for developing, maintaining, and enhancing relationships with new and existing agency staff and financial professionals. This position is focused on driving internal and external partnerships and strategies that will result in long term growth and policy persistency. Working closely with agency staff, brokers, external vendors, and various departments at MassMutual, this role will be responsible for managing new business timelines, gaining a granular understanding of their agency's business needs, establishing and documenting processes to support those needs, and ultimately the successful onboarding of newly sold business.

Requirements

High School Diploma
3+ years of work experience in the Financial/Insurance industry or Client Relationship Management

Nice To Haves

Bachelor's degree
1+ year of Life/Disability Insurance product knowledge
Experience in case management or underwriting for Life or Disability Insurance
5+ years in Financial Services, Customer Service, or Client Relationship Management
Strong understanding of company products, services, and business operations
Skilled in presenting processes, results, and best practices to internal and external stakeholders
Detail-oriented and able to work independently under tight deadlines
Thrives in fast-paced, diverse, and dynamic environments
Committed to delivering exceptional service and performance excellence
Proficient in using multiple systems and tools
Highly organized and capable of managing multiple priorities
Effective communicator with strong negotiation and conflict resolution skills
Collaborative team player who respects procedures and timelines
Flexible to support business needs during peak periods and critical deadlines

Responsibilities

Manage pending inventory and issued cases to improve placement rates.
Act as liaison between firms and internal teams, providing timely updates and resolving escalations.
Deliver training and communicate process changes to firm New Business staff.
Build strong 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 enhance ease of doing business.
Participate in projects focused on service enhancements and customer centricity.