New Business Case Manager

MassMutual•Springfield, MA

About The Position

As a Case Manager, you will help clients and financial professionals successfully navigate the annuity new business process. By managing applications, facilitating transfers, ensuring compliance, and resolving issues, you will deliver a high-quality service experience while helping new business move efficiently from submission to issue. We’re looking for individuals who are excited to learn and help enhance our service experience! As part of our Annuity New Business organization, our Case Management teams play a critical role in delivering a seamless, high-quality experience for our field partners and clients. These teams are driven to build and strengthen meaningful relationships while consistently meeting service level commitments and maintaining strong quality standards. With a focus on continuous improvement, collaboration, and professional development, the teams work together to drive operational excellence, enhance outcomes, and achieve shared business goals.

Requirements

High School Diploma or equivalent
1+ year in a customer service role
1+ year of experience in financial services and/or insurance operations
1+ year of experience reviewing and processing financial or insurance applications, forms, or transactions with a high degree of accuracy

Nice To Haves

1+ year annuity experience
Ability to work in a fast-paced high-volume environment without sacrificing quality of work
High degree of ownership and sense of urgency
Passion for embracing business process improvement opportunities
Strong verbal & written communication skills
Strong organizational and time management skills are essential

Responsibilities

Manage the end-to-end review and processing of MassMutual Annuity Products for both the MMFA and MMSD channels
Perform an in-good-order review of MassMutual Annuity applications for both the MMSD and MMFA Channels based on pre-set rules/criteria. This includes identifying corrections needed, explaining why and how to correct, and documenting the system.
Facilitating the transfer of client assets from another company to MassMutual by creating Transfer packages
Managing the entire multi-step Reg 60 process which may include creating documents, sending paperwork, analyzing results, and communicating with the financial professional/staff
Applying funds and other contract changes to the administrative platform
Communicate with financial professionals and their staff via email and phone at every stage of the new business process
Partner with internal business partners such as relationship managers, wholesalers, and other teams to resolve questions or issues on new business applications
Understanding SEC regulations with Variable Annuity rules to ensure adherence to those rules
Ability to cross train on other new business functions to support volume spikes across other teams
Act with a sense of urgency and ensures expectations are delivered against
Seek to raise the bar on the service experience delivered to the customer and Advisor