MassMutual Financial Group Life Claim 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.



Expectations of role:

  • Serve as technical lead (SME) on team. Allocate time to mentoring/coaching and training of associates concerning policy, practice and procedures. Strengthening claim knowledge and skillsets, all while increasing efficiency and effectiveness.

  • Mentor examiners with the initial and on-going analysis of claims and assist examiners throughout the claim adjudication process.

  • Provide 2nd signature coverage as needed.

  • Review of daily capacity and demand in order to ensure appropriate level load and assist with work prioritization for associates. This will be a primary focus during times when team manager is OOO or attending off-site meetings.

  • Investigate and evaluate cases in $1 Million + range as well as contestable and Worksite claims. Approximately 2 hours daily dedicated to production or as business needs demand.

  • Identify training gaps through 2nd signature reviews and interactions with associates. Assist in providing ongoing coaching/training as Subject Matter Expert.

  • Leverage Skills Matrix to identify training needs.

  • Partner with team to resolve QA/QCAR issues, supporting associates as neede.

  • Willingly and proactively share information/knowledge with team & collaborate/meet with other team consultants.

  • Regular reporting to Director of progress/performance and development of team members.

  • Assist associates with handling of cases involving legal consultations.

  • Handle complaint calls for team as part of the management escalation process. When an escalation occurs, consultant should handle and engage the manager if unable to de-escalate.

  • Review proposed changes to processes and procedures for approval before updating Quest documentation.

Technical Competencies:

  • Seek appropriate resources in order to resolve issues and base decisions on sound analysis of the facts.

  • Commitment to quality; research needs to be thorough, information gathered in a timely manner.

  • Effectively communicates with team. Ask appropriate questions. Provide information in a timely manner. Maintain positive tone in handling customer inquiries and tailor communication style to fit audience.

  • Exceptional letter writing & oral communication skills, and is articulate.

  • Prioritize work appropriately and shows flexibility and good judgment in adjusting priorities to cope with changing tasks and volumes.

  • Responsible for ensuring the delivery of exceptional customer service.

  • Results-oriented, push self and staff to improved performance, cooperate with others to ensure team/departmental goals are met. Maintain ownership through to a timely resolution.

  • Respond willingly to informational needs of other examiners, other teams, or other departments.

  • Continuously seek to reinvent and improve team/unit/departmental performance.

  • Evaluate the potential risks and benefits inherent in a course of action.

  • Thorough knowledge of policies and products, as well as of investigation techniques, financial & legal aspects of claim handling, and systems.

  • Reasonable knowledge of the functions of other departments including Underwriting, Customer Service, Marketing, Sales and Law Department.

Leadership Competencies

  • Identify areas for and support employee development, recognize positive performance and address performance/behavior situations in a timely and appropriate manner. Keep Director informed of such situations.

  • Actively participate in Director/Team Consultant meetings. Demonstrate leadership and creates environment of teamwork and continuous improvement by resolving differences, valuing diversity, respecting and supporting team. Shows and fosters respect and appreciation of all associates, no matter what their background.

  • Act with integrity. Widely trusted and seen as a direct and truthful individual. Presents facts in an appropriate and helpful manner. Keeps confidences. Doesn’t blame others for mistakes or misrepresent anyone for personal gain/protection.

  • Manage conflict and works for mutually satisfying and productive solutions, without damaging relationships. Comes to own point of view and makes an effort to understand differing points of view. Is direct and diplomatic while balancing the human and business sides of issues. Facilitates and participates in Crucial Conversations.

  • Provide candid feedback that is appropriately expressed given the forum. Partner with Claim Management Team to address concerns and ensure understanding of decisions that impact the Claim Organization.

  • Easily gain trust/respect and support of co-workers and peers; encourages collaboration and builds constructive and effective relationships.

  • Challenge the status quo and champions new initiatives, acts as catalyst of change and stimulates others to change.

  • Remain calm and effective under pressure & helps others to do the same.

  • Build team/departmental spirit, acts as positive influence.

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 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)