New Business Operations Coordinator - Life & Annuities

MassMutual Great Lakes•Southfield, MI

About The Position

The New Business Operations Coordinator – Life & Annuities supports career and brokerage advisors by managing the progression of life and annuity applications from intake through policy delivery. The role combines administrative support, case management, underwriting and product knowledge, advisor advocacy, sound judgment, and a focus on operational excellence. The coordinator supports the New Business team with application processing, document handling, tracking requirements, case communications, and backup coverage. They coordinate with advisors, home office partners, and case managers to resolve issues, protect case viability, anticipate timeline risks, and provide a strong advisor experience. The role also applies quality and compliance standards, maintains accurate system data, monitors case progress, and collaborates on workflow improvements while meeting service-level expectations.

Requirements

At least 2 years of administrative or operations support experience; financial services or insurance experience is preferred.
Experience supporting advisors in a fast-paced, deadline-driven environment.
Strong administrative skills, including accurate data entry, document preparation, scanning, and filing.
Proficiency in Microsoft Office, including Outlook, Word, and Excel, and ability to learn new systems quickly.
Ability to track outstanding items and follow up consistently.
Team-first, service-minded approach and willingness to provide backup coverage as needed.
Strong organizational skills, precision, and follow-through.
Strong written and verbal communication skills.
Sound judgment and discretion when handling confidential information.
High proficiency with CRMs, email systems, scheduling platforms, and project management tools.
Ability to manage competing priorities while maintaining attention to detail.
Ability to collaborate, communicate proactively, and navigate complexity with confidence and precision.
Ability to communicate clearly and collaborate effectively across teams and leadership levels.
Ability to operate independently while remaining aligned with leadership objectives.
Proactive, solutions-oriented mindset and interest in continuous improvement.
Professionalism, attention to detail, and accountability.

Nice To Haves

Strong knowledge of life and annuity products and underwriting processes.

Responsibilities

Provide day-to-day administrative support to the New Business team.
Handle application intake, data entry, document preparation, scanning, and filing accurately and efficiently.
Track outstanding requirements and follow up with advisors, their staff, and home office partners.
Prepare case status updates, correspondence, and reports for advisors and leadership.
Provide backup coverage during peak volume and team absences.
Manage and process life and annuity applications using product and underwriting expertise.
Evaluate underwriting decisions to protect case viability and client outcomes.
Resolve issues by coordinating with home office partners, case managers, and advisors.
Oversee cases from submission through policy delivery, ensuring accountability and follow-through.
Serve as a resource and advocate for advisors, anticipating risks to timelines and policy placement and providing actionable guidance.
Communicate confidently and with a solution-oriented approach to support the advisor experience.
Apply quality standards to reduce rework, NIGOs, and delays.
Identify recurring submission or underwriting challenges and implement preventive strategies.
Ensure case activity aligns with firm policies, compliance expectations, and carrier guidelines.
Identify workflow inefficiencies and collaborate with internal and external partners on practical improvements.
Meet service-level expectations with appropriate speed while maintaining quality.
Maintain clean, accurate, real-time system data to support transparency and case visibility.
Use system data to monitor case progress, identify bottlenecks, and prioritize work.