Client Service Associate - Private Wealth

The Opportunity

As a Client Service Associate, you will be responsible for partnering with Private Wealth Managers to provide onboarding, administrative and transaction support for trust and wealth accounts for high-net worth individuals, families, and foundations. This role includes direct client interaction through the handling of client phone and email requests as well as the related transaction processing associated with such requests. In addition to helping service the Private Wealth Manager’s book of accounts, this position supports many centralized, in-office, responsibilities for the broader department.

In this role, as well as all roles within Mass Mutual, you will demonstrate accountability, agility, a dedication to be inclusive, a strong business acumen, and will show courage, even in the most difficult situations. We also highly value strong communication skills, a passion for learning, leadership traits, resilience and self-awareness.

Mass Mutual Private Wealth & Trust, FSB is a Federally Chartered Savings Bank and a wholly owned subsidiary of Mass Mutual. As a trust and fiduciary services provider, we partner with financial professionals to help preserve, grow and transfer wealth to the people and causes that our clients care about. Our business has grown rapidly, and Mass Mutual Private Wealth & Trust has thoughtfully added team members of high caliber.

Our team offers a concierge-style service by helping to coordinate the financial life of our client families, while offering the highest standard of care. When joining the Mass Mutual Private Wealth family, you are embracing a culture of service excellence by which every team member is relentlessly pursuing to simplify complexity and offer a distinguished and memorable experience. Our associates have a passion for learning and work in a cross‑functional style environment supporting our clients, financial professionals, and other members of the broader department.

In this role, you play a critical part in delivering a high‑quality, fiduciary‑driven client experience by supporting Private Wealth Managers in the day‑to‑day management of client relationships. You help ensure seamless onboarding of new accounts, accurate and timely asset transfers, and the effective setup and maintenance of services such as bill pay, receipts, and remittances—allowing Private Wealth Managers to focus on strategic advice and relationship management.

Other responsibilities include, but are not limited to:

• Support 800‑line phone inquiries and website troubleshooting requests.
• Process client requests within the set service level agreement.
• Participate in department huddles and problem‑solving sessions, providing updates on metrics, service opportunities and different initiatives.
• Proactively recognize and recommend process improvements to enhance customer service, increase efficiency or reduce unnecessary steps/hand‑offs.
• Additional projects and duties as assigned during peak processing seasons (ex: tax, year end).
• Exercise the fiduciary standard of care to always act in the best interest of our client.

• Associate’s degree or 4+ years professional working experience
• 2+ years of concierge level service work experience required.
• 3+ years proficiency with Microsoft Office suite (e.g., Word, Excel, Copilot, PowerPoint, Outlook)
• Due to the nature of this position, as a part of our background check process, candidates must be able to pass a non-registered fingerprint background check to qualify as a fingerprinted person under FINRA

• Excellent interpersonal and communication skills, both verbal and written.
• Superior organizational skills and ability to effectively reprioritize an evolving workload.
• Accountability to work independently and also engage in collaborative efforts with the broader team on other types of work. Agility to adjust this approach as the business need dictates.
• Familiarity with corporate trusts, discretionary matters, trust accounting principles and/or estate settlement
• Experience with broker/dealer or registered investment advisor (RIA) firms
• Willingness to pursue higher trust education,…