Account Management Specialist

MassMutual; Springfield (MA); On-site; USD 70,000 - 95,000; Full time

Job summary

MassMutual in Springfield, MA, seeks an Account Management Specialist in Life New Business Account Management. This role serves as the primary contact for agency partners, handling onboarding, service, and support for new business across distribution channels.

You will collaborate with Financial Professionals, General Agents, and internal teams to simplify processes, reduce complexity, and ensure a seamless client experience while driving policy persistency and growth.

Qualifications

• 3+ years of work experience in the Financial/Insurance industry or Client Relationship Management.
• 1+ year of Life/Disability Insurance product knowledge.
• 5+ years in Financial Services, Customer Service, or Client Relationship Management.
• Experience in case management or underwriting for Life or Disability Insurance.

Responsibilities

• 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.

Skills

Client relationship management

Communication

Time management

Negotiation

Conflict resolution

Collaborative teamwork

Organization

Attention to detail

Education

High School Diploma

Bachelor's degree

Job description

Account Management Specialist

Life New Business Account Management

Full-time, Springfield, MA

The Opportunity

The New Business Account Management Specialist 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 Management Specialistserve 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 Management Specialist, 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 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

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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.

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