Field Service Specialist

MassMutual • Springfield, MA

3d

About The Position

Join MassMutual as a Field Service Specialist, where you'll play a vital role supporting financial professionals and agency partners across the country. In this highly collaborative operations role, you'll manage a variety of service requests, research and resolve inquiries, and partner with internal teams to ensure a seamless experience for our field organizations. Every day brings something different, making this an ideal opportunity for someone who enjoys variety, continuous learning, and making a meaningful impact behind the scenes. The Advisor Operations team serves as a trusted partner to MassMutual agencies, producers, and business entities. We support a wide range of functions including onboarding, credentialing, compensation, relationship maintenance, direct deposit administration, tax reporting, and other key advisor support activities. Our team is known for its collaborative culture, commitment to service excellence, and dedication to continuous improvement. We work together to build trust with our field partners by delivering timely, accurate, and transparent support while embracing innovation and growth.

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
• Candidates must be able to successfully complete a non-registered fingerprint background check and qualify as a fingerprinted person under FINRA requirements

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, with the ability to provide strong customer service through direct Field contact by phone and email
• Interest in Lean principles and continuous improvement

Responsibilities

• Process and resolve service requests with accuracy, efficiency, and attention to detail
• Research and respond to inquiries from advisors, agencies, and internal business partners
• Navigate multiple systems and business processes to support a variety of operational functions
• Build strong relationships with field partners through exceptional customer service
• Identify opportunities to improve processes and enhance the overall service experience
• Collaborate with teammates and cross-functional partners to solve problems and drive results
• Support business initiatives, training activities, and operational projects that contribute to organizational success

Benefits

• Competitive salaries
• Incentive and bonus opportunities
• Bonus target or Variable Incentive Compensation component
• Industry leading pay and benefits

What This Job Offers

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