MassMutual Financial Group Field Service Consultant in Springfield, Massachusetts
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 at MassMutual value diversity and inclusion. 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.
Operate as a single point of contact to daily incoming inquiries (phone & email) utilizing cross-functional knowledge from within the team including the promotion of self-service options/tools. Provide business expertise for functional areas within business group. Expedite problem resolution by collaborating with business resources and recommend viable options and solutions. Solutions and options are a result of the research and independent judgment of the incumbent based on interpretation and confident application of guidelines. Maintain and analyze daily team statistics on incoming inquiries to identify trends & recommend/implement future service enhancements. Serve as a consultant for escalated problem resolution. Provide coaching, advice and decisions to both internal and external customers. Lead cross-functional knowledge growth across the functional areas
Relationship Management: Promote, maintain, and develop key internal/external relationships enabling for a “single point of contact” for the various functions supported by the team. Act as departmental lead for escalated problem resolution, using independent judgment and decision making while engaging Legal and Compliance as necessary in interpreting State regulations to establish business rules and process steps. Relationship support includes Agency Staff, Brokerage, Society 1851, New Business, Compliance, Law, MMLIS, etc. May hold engagement meetings with GAs, Business Managers, Sales Managers and ALC’s etc. as needed to provide overviews of any changes, training needs and share best practices. Initiates welcome emails to all new agency staff to establish a relationship and offer consultation towards best practices and self-service tools.
Business Subject Matter Expertise : Act as business expert representing team for (CAS & MMLIS Compensation, Benefits, Credentialing, Off boarding, Relationship Maintenance & New Business) workflows and business processes. Escalated service related research and escalated problem resolution. Work collaboratively and effectively with management, business partners, and peers to proactively resolve and achieve results for customer needs.
Report & Procedure Monitoring : Maintains, reviews and monitors daily, weekly, monthly team and Agency database/ reports to identify trends impacting agency support needs. Leverage business expertise to conduct independent detailed research, facilitate business partner discussions, and make recommendations for resolution. Reviews procedural documentation for completeness and technical accuracy. Coordinates and facilitates training and communications for workflow / business rule changes. Supports training/cross training needs for existing associates/new hires & agency staff.
Case Handling : Support team service levels and key performance indicators within established guidelines. Lead efforts to adhere to daily service levels by assisting in team functions. Performs extensive case research and independent judgment based on interpretation of guidelines. Focus on expanding knowledge and growth across all of the functional areas within applicable team/cell.
Problem Solving & Innovative Thinking: Identifies common themes, conducts root cause analysis and works with customers to identify solutions. Acts as liaison between team members and customers for field facing improvements by effectively communicating, training and controlling efficiencies.
An individual in this role needs to have the following knowledge, skills and abilities:
Strong Communication Skills – Written & Verbal
2-4 years business/industry experience
Solid problem solving and decision making skills
Proven relationship building skills
Ability to influence and negotiate with both internal & external customers
Coaching skills, specifically providing feedback & coaching to field partners
Subject matter expertise
Ranked No. 77 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2017) 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 www.massmutual.com 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.
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 (2017)
• DiversityInc Noteworthy Company (2017)
• Disability Equality Index® (DEI) Best Place to Work for Disability inclusion (2017)
• Working Mother Media 100 Best Company (2017)
• Military Friendly Employer (2018)