What are the responsibilities and job description for the Field Service Specialist position at MassMutual?
The Opportunity
Join MassMutual as a Field Service Specialist within Advisor Operations and play a vital role in keeping our advisors ready to do business—accurately, compliantly, and on time. In this fast‑paced, detail‑oriented role, you’ll take ownership of critical credentialing work, meet time‑sensitive service commitments, and collaborate with partners across the organization to keep our distribution system running smoothly. This is a high‑visibility role where you’ll build deep expertise, make an immediate impact, and contribute to continuous improvement in a function essential to our success.
The Team
You’ll be part of the Credentialing team, a collaborative and agile group within Advisor Operations dedicated to delivering timely, accurate, and high‑quality service to our Field partners. We pride ourselves on accountability, precision, and teamwork, working together to meet business‑critical deadlines while continuously learning and improving. You’ll join a supportive environment that values cross‑training, shared ownership, and delivering results that matter.
The Impact
In this role, you will support licensing, appointments, AML validations, and advisor training while partnering with internal teams to resolve credentialing issues and prevent delays. You’ll have direct contact with Field partners by phone and email, making strong customer service skills, professionalism, and clear communication essential to success. You’ll process key transactions such as error resolutions, commission changes, and reimbursements, ensuring compliance with state and company requirements. You’ll manage work queues to meet strict service-level agreements, owning cases end-to-end with a focus on accuracy, quality, and timeliness. Additionally, you’ll identify trends and improvement opportunities, contribute to team collaboration and process enhancements, and support new initiatives, system updates, training, and cross-functional projects.
The Minimum Qualifications
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:
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.
Join MassMutual as a Field Service Specialist within Advisor Operations and play a vital role in keeping our advisors ready to do business—accurately, compliantly, and on time. In this fast‑paced, detail‑oriented role, you’ll take ownership of critical credentialing work, meet time‑sensitive service commitments, and collaborate with partners across the organization to keep our distribution system running smoothly. This is a high‑visibility role where you’ll build deep expertise, make an immediate impact, and contribute to continuous improvement in a function essential to our success.
The Team
You’ll be part of the Credentialing team, a collaborative and agile group within Advisor Operations dedicated to delivering timely, accurate, and high‑quality service to our Field partners. We pride ourselves on accountability, precision, and teamwork, working together to meet business‑critical deadlines while continuously learning and improving. You’ll join a supportive environment that values cross‑training, shared ownership, and delivering results that matter.
The Impact
In this role, you will support licensing, appointments, AML validations, and advisor training while partnering with internal teams to resolve credentialing issues and prevent delays. You’ll have direct contact with Field partners by phone and email, making strong customer service skills, professionalism, and clear communication essential to success. You’ll process key transactions such as error resolutions, commission changes, and reimbursements, ensuring compliance with state and company requirements. You’ll manage work queues to meet strict service-level agreements, owning cases end-to-end with a focus on accuracy, quality, and timeliness. Additionally, you’ll identify trends and improvement opportunities, contribute to team collaboration and process enhancements, and support new initiatives, system updates, training, and cross-functional projects.
The Minimum Qualifications
- High School Diploma or equivalent
- 1 year of experience in a high‑volume operations, customer service, or administrative role
- 1 year of experience handling time‑sensitive work with accuracy in a fast‑paced environment
- 1 year of experience working against service levels, turnaround times, or quality standards
- 1 year of demonstrated experience prioritizing and managing multiple work items while meeting production expectations
- During commission close, must be able to work flexible work schedule, as hours may extend 6:00–8:00 PM, up to two days per month on a rotating basis
- Bachelor’s degree
- Experience supporting credentialing, licensing, or compliance‑related work
- Strong attention to detail and commitment to accuracy
- Ability to manage time‑sensitive work and meet strict deadlines
- Strong organizational and multitasking skills
- Analytical mindset and proactive problem‑solving approach
- Adaptability in a fast‑paced, deadline‑driven environment
- Clear, confident written and verbal communication skills, with the ability to provide strong customer service through direct Field contact by phone and email
- Interest in Lean principles and continuous improvement
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
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.