Field Service Specialist

MassMutual•Springfield, MA

17h

About The Position

As a Field Service Specialist supporting Advisor Operations, you will play a critical role in ensuring MassMutual advisors are properly licensed, trained, and credentialed to conduct business accurately, compliantly, and on time. This role sits within the Credentialing function—an area essential to keeping the distribution system operational, compliant, and trusted by our agencies, producers, advisors, and sales leadership. In this fast‑paced, detail‑driven role, you’ll manage time‑sensitive credentialing work with strict service‑level deadlines, actively monitor work queues, and partner closely with internal teams to resolve issues quickly and prevent downstream impacts. You’ll build deep expertise, take ownership of high‑impact work, and contribute to continuous service improvement in a highly visible and business‑critical space. The Credentialing team is part of Advisor Operations, a lean and agile organization committed to delivering accurate, timely, and high‑quality service to MassMutual’s Field partners. The team thrives on accountability, collaboration, and precision—balancing speed with accuracy while supporting a wide range of advisor needs. You’ll work alongside engaged teammates who value learning, cross‑training, and shared ownership of outcomes, all while supporting business‑critical deadlines.

Requirements

High School Diploma or equivalent
1+ year of experience in a high‑volume operations, customer service, or administrative role
1+ year of experience handling time‑sensitive work with accuracy in a fast‑paced environment
1+ year of experience working against service levels, turnaround times, or quality standards
1+ year of demonstrated experience prioritizing and managing multiple work items while meeting production expectations
During commission close, must be able to work flexible work schedule, as hours may extend 6:00–8:00 PM, up to two days per month on a rotating basis

Nice To Haves

Bachelor’s degree
Experience supporting credentialing, licensing, or compliance‑related work
Strong attention to detail and commitment to accuracy
Ability to manage time‑sensitive work and meet strict deadlines
Strong organizational and multitasking skills
Analytical mindset and proactive problem‑solving approach
Adaptability in a fast‑paced, deadline‑driven environment
Clear, confident written and verbal communication skills
Interest in Lean principles and continuous improvement

Responsibilities

Support licensing, appointments, AML validations, and required training for the field
Partner with the NIGO team to resolve credentialing issues and prevent delays
Process credentialing error resolutions, commission change forms, and licensing reimbursements
Ensure compliance with state and company requirements
Monitor and manage assigned work queues/boards to meet strict SLAs (2–24 hours)
Own service requests end‑to‑end with a strong focus on accuracy and attention to detail
Apply state requirements and business rules to drive timely, high‑quality resolution
Support individual and team service‑level and quality expectations
Identify trends, risks, and improvement opportunities to increase efficiency and quality
Participate in team huddles, meetings, and cross‑functional problem‑solving initiatives
Share updates, best practices, and insights with peers and partners
Support readiness for new initiatives, process changes, systems, and product rollouts
Participate in targeted production work, training, and learning activities