Field Service Specialist

Mass Mutual Strategic Distributors (MMSD) Advisor Onboarding Full-time, Springfield, MA

We're looking for someone to join MMSD Advisor Onboarding team as a Field Service Specialist. In this role, you will be an integral part of a Producers' first impression of MMSD. You will be a part of a team that delivers a superior level of service while prioritizing, administering, and processing key functions in support of the onboarding and appointing of new Producers to MMSD.

Our Specialists are committed to continuously improving the trust and confidence of our distribution partners by demonstrating ownership, innovation, and transparency in handling these administrative duties, listening to, documenting, and responding to inquiries within established turnaround times with a focus on quality. We are a lean, agile organization that continues to grow and evolve to sustain our commitment to making a difference for our MMSD distribution partners across Life, Disability Insurance, and Annuities.

Mass Mutual Strategic Distributors (MMSD) is Mass Mutual's dedicated third-party distribution channel, focused on building strong relationships and forging new ones with experienced financial firms and professionals throughout the country. Within this collaborative environment, you will work in close partnership with your immediate team of specialists, your Field Service Consultants, Relationship Managers, our distribution partners and producers, Sales, Advisor Operations, and other internal stakeholders.

• Review and processing of onboarding applications for new Producers to MMSD
• Perform due diligence reviews and background checks of Producers; assessing a Producers' eligibility to do business with MMSD
• Promptly and clearly communicate and follow up on outstanding requirements related to the onboarding and appointment of Producers
• Update our systems of records related to the onboarding and appointment of Producers with close attention to detail
• With direction, apply State requirements and business practices for prompt and accurate case resolution.
• In adherence with documented service expectations and standards, provide service-response support to inbound inquiries, including work requests, phone calls, and emails from customers, business partners, and distribution partners
• Listen to, document, and respond to inquiries within expected time frames
• Support team service levels and key performance indicators within established guidelines and under general supervision, including quality standards
• Provide business expertise with customer issues / continuous improvements opportunities to drive efficiency and increase capacity. Provide a presence at meetings / huddles to influence dialogue and progress.

• High School Diploma/GED/HiSET
• 1+ years of customer service experience, including internship, part-time experience
• Due to the nature of this position, as part of our background-check process, candidates must be able to pass a non-registered background check to qualify as a fingerprinted person under FINRA

• Bachelor's Degree
• Financial Services experience
• Call center experience
• 2+ years of customer service experience
• Basic knowledge of mainframe applications and Microsoft Office suite
• 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 to handle changing priorities
• Action orientation and the ability to assume ownership of requests and problems and deliver effective resolution to customers
• Analytical ability and attention to detail
• Desire to learn and apply Lean principles and methodologies

Mass Mutual offers the opportunity to do meaningful work within a purpose-driven organization that values long-term impact over short-term outcomes. In this role, you can expect:

• Clear areas of ownership and accountability, with work that connects directly to company and customer outcomes
• A collaborative environment where perspectives are welcomed
• Access to learning, development, and internal networks that support continuous growth and skill-building over time
• Employee-led communities and forums that foster connection, learning, and inclusion across the organization
• A culture grounded in integrity, responsibility, and stewardship - supported by a company with a strong…