MassMutual Financial Group Policyholder Services Specialist in Phoenix, Arizona

Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We’re people helping people.

A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are the foundation of what makes MassMutual a strong, stable and ethical business. We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.

Together, we’re stronger.



Under general supervision, act as primary service contact for customer. Provide technical guidance, information and procedural advice on a variety of customer service issues requiring knowledge of products and services. Identify, recommend, and implement conservation approaches to enhance asset retention and improve persistency. Respond to telephone or electronic inquiries. Handle all service requests from customer within service standards. May need to conduct research to complete service request. Monitor service activity, prepare service reports and troubleshoot technical problems.

  • Basic to moderate transaction processing w/in established guidelines & SLAs with a strong emphasis on quality and efficiency

  • Service needs of internal & external customers

  • Respond to policyholder, field, and call center inquiries timely and accurately with a focus on customer service

  • Focus on protecting the company from liability and fraud with all interactions

  • Participate in continuous process improvement - looks for new more efficient ways to do things

Basic Qualifications:

  • H.S diploma

  • Customer Service and or operations department experience specific to Life Insurance

  • Able to perform a variety of duties requiring specific job skills

  • Follows general instructions or procedures

  • Limited authority to make decisions that go beyond established expectations and guidelines

  • Makes decisions that impact accuracy of data, utilization of equipment, and/or quality of output which ultimately impact cost/ revenue

  • Applies knowledge to handle many problems independently but seeks guidance in highly complex situations

  • Authorized to work in the United States without sponsorship now or in the future

Preferred Qualifications:

  • College Degree

  • Strong work ethic, attention to detail

  • Applies basic PC skills - can navigate efficiently

  • Has at least 2+ years of related experience in a customer service or operations department specific to Life Insurance

Ranked No. 93 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2018) and recognized as a World’s Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.


Focus on the Customer: We understand our customers well and look for every opportunity to deliver an experience that is clear, easy, personal, human, empowering and trustworthy.

Act with Integrity: We deliver on our promises by being open, honest and humble and by adhering to the letter and spirit of applicable laws, rules, regulations and company policies.

Value People: We respect and learn from each other’s diverse backgrounds, experiences and ideas. We engage and develop people to their greatest potential.

Work Collaboratively: We work together to achieve results by actively listening, seeking, understanding and creating solutions as a unified team driving toward one company, one culture, one brand.

Achieve Results: We focus on winning by exceeding expectations and getting better – everyone, every day.

For more information, visit or find us on Facebook, Twitter, LinkedIn, YouTube, Google+, Instagram and Pinterest.

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

At MassMutual, we’re fostering an inclusive and dynamic environment where our employees are valued for who they are and can build successful careers. For us, diversity and inclusion is more than a goal, it’s the only way forward.

• 100% rating on the Human Rights Campaign Corporate Equality Index (2018)

• National Association for Female Executives Top Company for Executive Women (2018)

• Disability Equality Index® (DEI) Best Place to Work for Disability inclusion (2018)

• Working Mother Media 100 Best Company (2017)

• Military Friendly Employer (2018)