What are the responsibilities and job description for the Field Service Consultant position at MassMutual?
The Opportunity
As a Field Service Consultant, you’ll be at the center of the action—owning daily interactions with Field Representatives and Agency Staff and serving as a trusted partner across MassMutual’s Distribution Systems. In this role, you’ll deliver end‑to‑end service and support through phone and email, handling a wide range of operational inquiries with professionalism, confidence, and care.
You’ll support key areas such as Compensation, Credentialing, Relationship Maintenance, Book of Business, Agent Financing, Benefits, Payroll, and more. What truly sets this role apart is the level of ownership you’re given—you’re empowered to take accountability for each interaction and build trust through transparency, flexibility, and follow‑through. Every connection is an opportunity to strengthen relationships and make a meaningful impact for our Field and Agency partners.
The Team
The Field Service & Resolution Team is a high‑energy, service‑driven group of consultants who are passionate about understanding customer needs and resolving issues quickly and effectively. We pride ourselves on achieving First Inquiry Resolution, continuously sharpening our skills to deliver confident, value‑added, and respectful support.
Operating as a real‑time contact center, the team supports inbound calls via an 800‑line from 8:00 a.m. to 6:00 p.m. EST and manages email inquiries during core business hours. Collaboration is critical—whether we’re preparing for training, supporting key initiatives, or navigating business changes, we work together to meet demand and exceed expectations. Our driving theme is Initiative, Influence, and Execution.
The Impact
In This Role, You Will
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 page.
As a Field Service Consultant, you’ll be at the center of the action—owning daily interactions with Field Representatives and Agency Staff and serving as a trusted partner across MassMutual’s Distribution Systems. In this role, you’ll deliver end‑to‑end service and support through phone and email, handling a wide range of operational inquiries with professionalism, confidence, and care.
You’ll support key areas such as Compensation, Credentialing, Relationship Maintenance, Book of Business, Agent Financing, Benefits, Payroll, and more. What truly sets this role apart is the level of ownership you’re given—you’re empowered to take accountability for each interaction and build trust through transparency, flexibility, and follow‑through. Every connection is an opportunity to strengthen relationships and make a meaningful impact for our Field and Agency partners.
The Team
The Field Service & Resolution Team is a high‑energy, service‑driven group of consultants who are passionate about understanding customer needs and resolving issues quickly and effectively. We pride ourselves on achieving First Inquiry Resolution, continuously sharpening our skills to deliver confident, value‑added, and respectful support.
Operating as a real‑time contact center, the team supports inbound calls via an 800‑line from 8:00 a.m. to 6:00 p.m. EST and manages email inquiries during core business hours. Collaboration is critical—whether we’re preparing for training, supporting key initiatives, or navigating business changes, we work together to meet demand and exceed expectations. Our driving theme is Initiative, Influence, and Execution.
The Impact
In This Role, You Will
- Support forecasted inbound calls and emails while consistently meeting service, quality, and productivity expectations.
- Balance daily targets with a strong focus on accuracy, professionalism, and customer experience.
- Apply workflows, procedures, and subject‑matter knowledge to deliver effective, timely resolutions.
- Independently resolve routine to moderately complex inquiries while setting clear expectations around next steps and turnaround times.
- Collaborate with peers to shape service strategies, refine standards, and drive continuous improvement.
- Contribute to small‑scale projects, identify opportunities for efficiency, and support enhancements to processes and tools.
- Build working knowledge across systems, resources, and partnerships that support Field Service excellence.
- High School Diploma or equivalent
- 2 years of customer service or contact center experience
- 1 years’ experience handling high‑volume inbound calls and/or emails while meeting established service and productivity metrics
- 1 years demonstrated experience resolving routine to moderately complex customer inquiries independently
- Due to the nature of this position, as a part of our background check process, candidates must be able to pass a non-registered fingerprint background check to qualify as a fingerprinted person under FINRA
- Bachelor's Degree
- 3 years of experience in the financial services industry
- 2 years’ experience supporting field partners, advisors, or agents
- Prior experience in Agency or Firm Operations
- Proactive mindset with strong multitasking and prioritization skills
- Flexible, self‑motivated, and collaborative working style
- Strong problem‑solving skills with a focus on ownership and resolution
- Action‑oriented approach with the ability to anticipate business needs
- Regular meetings with the Advisor Operations team
- Focused one-on-one meetings with your manager
- Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQIA , veteran and disability-focused Business Resource Groups
- Access to learning content on Degreed and other informational platforms
- Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits
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 page.