Account Management Specialist

Account Management Specialist Springfield, Massachusetts Job Category Customer Service ID R19450 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. Job Description The Opportunity The New Business Account Manager is a dedicated client relationship business partner that is a vital part of the New Business & Underwriting experience. As a critical field facing role, this position is accountable for developing, maintaining, and enhancing relationships with new and existing agency staff and financial professionals. This position is focused on driving internal and external partnerships and strategies that will result in long term growth and policy persistency. Working closely with agency staff, brokers, external vendors, and various departments at MassMutual, this role will be responsible for managing new business timelines, gaining a granular understanding of their agency's business needs, establishing and documenting processes to support those needs, and ultimately the successful onboarding of newly sold business. The Team The Account Manager team is a highly collaborative and hardworking group dedicated to delivering exceptional client experiences. Through strong teamwork and open communication, the team works together to build lasting relationships, drive results, and ensure every client’s needs are met with care and precision. Their collective effort and commitment to excellence make them a trusted partner in achieving shared success. The Impact Account Managers serve as the primary contact for agency partners, handling onboarding, service, and support for new business across dedicated distribution channels. Acting as an extension of our distribution partners, they simplify processes and reduce complexity to create a seamless experience. Account Managers engage regularly with firms, Financial Professionals, and General Agents, supporting meetings on strategy, performance, products, and regulatory updates. Their work directly influences the sales funnel and drives future business opportunities. As an Account Manager, you will be accountable for the below, and other duties as assigned: Manage pending inventory and issued cases to improve placement rates. Act as liaison between firms and internal teams, providing timely updates and resolving escalations. Deliver training and communicate process changes to firm New Business staff. Build strong relationships with internal and external stakeholders to streamline workflows. Conduct agency visits and presentations to educate, gather feedback, and strengthen partnerships. Facilitate regular calls with agencies to review metrics, address gaps, and solve problems. Partner with Compliance and Field Risk Management on regulatory matters. Identify process improvements and provide coaching to enhance ease of doing business. Participate in projects focused on service enhancements and customer centricity. The Minimum Qualifications High School Diploma 3+ years of work experience in the Financial/Insurance industry or Client Relationship Management The Ideal Qualifications Bachelor's degree 1+ year of Life/Disability Insurance product knowledge Experience in case management or underwriting for Life or Disability Insurance 5+ years in Financial Services, Customer Service, or Client Relationship Management Strong understanding of company products, services, and business operations Skilled in presenting processes, results, and best practices to internal and external stakeholders Detail-oriented and able to work independently under tight deadlines Thrives in fast-paced, diverse, and dynamic environments Committed to delivering exceptional service and performance excellence Proficient in using multiple systems and tools Highly organized and capable of managing multiple priorities Effective communicator with strong negotiation and conflict resolution skills Collaborative team player who respects procedures and timelines Flexible to support business needs during peak periods and critical deadlines What to Expect as Part of MassMutual and the Team Regular meetings with the team Focused one-on-one meetings with your manager Networking opportunities including access to Asian, Hispanic/Latinx, African American, Women, LGBTQ, Veteran and Disability-focused Business Resource Groups Access to learning content on Degreed and other informational platforms #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. 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

Salary : $59,900 - $75,500