Account Management Specialist

massmutual; Springfield (MA); On-site; USD 63,000 - 79,000; Full time

Job summary

MassMutual seeks an New Business Account Manager to partner with agency staff and financial professionals, driving growth and policy persistency. You will oversee onboarding, service, and strategic initiatives across distribution channels, ensuring smooth timelines and effective collaboration with brokers, vendors, and internal teams.

You will build strong relationships, deliver training, and lead initiatives to simplify processes, improve placement rates, and support measurable business

Qualifications

• High School Diploma.
• 3+ years of work experience in the Financial/Insurance industry or Client Relationship Management.
• Bachelor's degree.
• 1+ year of Life/Disability Insurance product knowledge.
• 1+ year 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.

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.
• 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.

Skills

Client relationship management

Communication skills

Negotiation skills

Multi-system proficiency

Detail oriented

Team player

Organizational skills

Education

Bachelor's degree

Life/Disability insurance knowledge

Case management or underwriting experience

5+ years in Financial Services or CRM

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
• 1+ year 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 environmentsCommitted 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

• 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

Salary Range: $62,900-$79,300

Why Join Us.

We've been around since 1851. During our history, we've learned a