Field Service Specialist

MassMutual • Springfield, MA

1d • Onsite

About The Position

The Field Service Specialist joins MassMutual Strategic Distributors (MMSD) Advisor Onboarding in Springfield, Massachusetts. The role supports the onboarding and appointment of new Producers to MMSD, providing service that helps establish a positive first impression for distribution partners. The Specialist prioritizes, administers, and processes onboarding functions while handling administrative responsibilities with ownership, innovation, transparency, and attention to quality. The team supports distribution partners across Life, Disability Insurance, and Annuities.

The Specialist works closely with other specialists, Field Service Consultants, Relationship Managers, distribution partners and Producers, Sales, Advisor Operations, and internal stakeholders. The role includes reviewing applications, conducting due diligence and background checks, communicating outstanding requirements, maintaining systems of record, applying state requirements and business practices, and responding to inquiries within established service expectations. The position also contributes business expertise and continuous-improvement ideas, supports service levels and performance indicators, and participates in meetings and huddles.

MassMutual describes a collaborative, purpose-driven culture with clear ownership and accountability, opportunities for learning and development, internal networks, and employee-led communities. The stated salary range is $48,000–$60,500, with incentive and bonus opportunities. The role is full-time.

Requirements

• High school diploma, GED, or HiSET.
• At least 1 year of customer service experience, including internship or part-time experience.
• Must be able to pass a non-registered background check to qualify as a fingerprinted person under FINRA.

Nice To Haves

• Bachelor’s degree.
• Financial services experience.
• Call center experience.
• At least 2 years of customer service experience.
• Basic knowledge of mainframe applications and Microsoft Office.
• Quantitative proficiency for performing manual calculations.
• Organizational skills and attention to detail.
• Ability to identify opportunities and solve problems effectively.
• Ability to multitask and meet deadlines.
• Adaptability when handling changing priorities.
• Action orientation and ability to take ownership of requests and problems and deliver effective resolutions to customers.
• Analytical ability and attention to detail.
• Desire to learn and apply Lean principles and methodologies.

Responsibilities

• Review and process onboarding applications for new Producers to MMSD.
• Perform due diligence reviews and background checks of Producers and assess their eligibility to do business with MMSD.
• Promptly and clearly communicate and follow up on outstanding onboarding and appointment requirements.
• Update systems of record related to Producer onboarding and appointments with close attention to detail.
• Apply state requirements and business practices, with direction, to resolve cases promptly and accurately.
• Respond to inbound work requests, phone calls, and emails from customers, business partners, and distribution partners in accordance with documented service expectations and standards.
• Listen to, document, and respond to inquiries within expected timeframes.
• Support team service levels, key performance indicators, and quality standards under general supervision.
• Provide business expertise on customer issues and continuous-improvement opportunities to drive efficiency and increase capacity.
• Participate in meetings and huddles to influence dialogue and support progress.

Benefits

• Incentive and bonus opportunities.
• Learning and development opportunities and access to internal networks.
• Industry-leading pay and benefits (specific benefits are not itemized in the posting).

What This Job Offers

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