0 Saved Jobs New Business Case Manager Springfield, Massachusetts Job Category Customer Service

ID R21280 OVERVIEW

JOB

DESCRIPTION

HIRING PROCESS CULTURE BENEFITS LOCATIONS Thank you to our employees for voting us one of the top places to work in Massachusetts for seven consecutive years! Overview To meet our customers' needs, our customer service team leverages process improvements, data, and technology solutions. We have transformed our operating model to realize our vision of delivering personalized and exceptional experiences when they matter most. In our customer service roles, you'll receive a competitive base salary and be eligible for a performance-based bonus. We prioritize work-life balance, with structured days that ensure when you're done with work, you're truly done. Our call center operates Monday through Friday, giving you your weekends free. From your first day of employment, you'll have access to a comprehensive benefits package (if scheduled for 20+ hours per week), which includes health, life, and retirement plans, along with additional perks to support your well-being. Amanda Wallace Head of Policyholder Services & Annuity New Business "MassMutual customer care teams do so much more than customer service. Our teams help our policyowners safeguard themselves and their loved ones, whether that's through taking a loan to pay for their children's college tuition, administering an annuity to support their retirement, calling in a disability claim to support their families while they recover, or filing a claim whose proceeds help keep a grieving family together. We're the compassionate voice on the other end of the call and the team responsible for ensuring funds are delivered quickly. It's a privilege to help deliver on MassMutual's purpose to help people secure their future and protect the ones they love." Job Description The Opportunity As a Case Manager, you will help clients and financial professionals successfully navigate the annuity new business process. By managing applications, facilitating transfers, ensuring compliance, and resolving issues, you will deliver a high-quality service experience while helping new business move efficiently from submission to issue. We're looking for individuals who are excited to learn and help enhance our service experience! The Team As part of our Annuity New Business organization, our Case Management teams play a critical role in delivering a seamless, high-quality experience for our field partners and clients. These teams are driven to build and strengthen meaningful relationships while consistently meeting service level commitments and maintaining strong quality standards. With a focus on continuous improvement, collaboration, and professional development, the teams work together to drive operational excellence, enhance outcomes, and achieve shared business goals. The Impact As a Case Manager your responsibilities will include, but not be limited to the following: Manage the end-to-end review and processing of MassMutual Annuity Products for both the MMFA and MMSD channels Perform an in-good-order review of MassMutual Annuity applications for both the MMSD and MMFA Channels based on pre-set rules/criteria. This includes identifying corrections needed, explaining why and how to correct, and documenting the system. Facilitating the transfer of client assets from another company to MassMutual by creating Transfer packages Managing the entire multi-step Reg 60 process which may include creating documents, sending paperwork, analyzing results, and communicating with the financial professional/staff Applying funds and other contract changes to the administrative platform Communicate with financial professionals and their staff via email and phone at every stage of the new business process Partner with internal business partners such as relationship managers, wholesalers, and other teams to resolve questions or issues on new business applications Understanding SEC regulations with Variable Annuity rules to ensure adherence to those rules Ability to cross train on other new business functions to support volume spikes across other teams Act with a sense of urgency and ensures expectations are delivered against Seek to raise the bar on the service experience delivered to the customer and Advisor The Minimum Qualifications High School Diploma or equivalent 1+ year in a customer service role 1+ year of experience in financial services and/or insurance operations 1+ year of experience reviewing and processing financial or insurance applications, forms, or transactions with a high degree of accuracy The Ideal Qualifications 1+ year annuity experience Ability to work in a fast-paced high-volume environment without sacrificing quality of work High degree of ownership and sense of urgency Passion for embracing business process improvement opportunities Strong verbal & written communication skills Strong organizational and time management skills are essential What You Can Expect at MassMutual MassMutual 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 legacy and a future-focused mindset #LI-DK1 MassMutual is an equal employment opportunity employer. We welcome all persons to apply. If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need. California residents: For detailed information about your rights under the California Consumer Privacy Act (CCPA), please visit our California Consumer Privacy Act Disclosures (opens in new window) page. MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.

Salary Range:

$59,900-$75,500