Field Service Specialist

Massachusetts Mutual Life Insurance Company; Springfield (MA); On-site; USD 48,000 - 61,000; Full time

Job summary

MassMutual is seeking a Field Service Specialist to support financial professionals and agency partners across the country. You will handle a variety of service requests, research inquiries, and collaborate with internal teams to ensure a seamless experience for field organizations.

The role emphasizes delivering accurate, timely support, building relationships with field partners, and contributing to continuous improvement initiatives within the Advisor Operations team.

Qualifications

• Requires a High School Diploma or equivalent.
• 1+ year in a high-volume operations, customer service, or administrative role.
• 1+ year handling time-sensitive work with accuracy in a fast-paced environment.
• 1+ year working against service levels, turnaround times, or quality standards.
• 1+ year prioritizing and managing multiple work items while meeting production expectations.
• Must be able to successfully complete a non-registered fingerprint background check and qualify under FINRA requirements.

Responsibilities

• Process and resolve service requests with accuracy, efficiency, and attention to detail.
• Research and respond to inquiries from advisors, agencies, and internal partners.
• Navigate multiple systems and processes to support operational functions.
• Build strong relationships with field partners through exceptional customer service.
• Identify opportunities to improve processes and enhance the service experience.
• Collaborate with teammates and cross-functional partners to solve problems and drive results.
• Support business initiatives, training activities, and projects that contribute to organizational success.

Skills

Customer service

High-volume operations

Time-sensitive work

Multitasking

Analytical mindset

Education

Bachelor’s degree

Job description

The Opportunity

Join MassMutual as a Field Service Specialist, where you'll play a vital role supporting financial professionals and agency partners across the country. In this highly collaborative operations role, you'll manage a variety of service requests, research and resolve inquiries, and partner with internal teams to ensure a seamless experience for our field organizations. Every day brings something different, making this an ideal opportunity for someone who enjoys variety, continuous learning, and making a meaningful impact behind the scenes.

The Team

The Advisor Operations team serves as a trusted partner to MassMutual agencies, producers, and business entities. We support a wide range of functions including onboarding, credentialing, compensation, relationship maintenance, direct deposit administration, tax reporting, and other key advisor support activities. Our team is known for its collaborative culture, commitment to service excellence, and dedication to continuous improvement. We work together to build trust with our field partners by delivering timely, accurate, and transparent support while embracing innovation and growth.

The Impact

As a Field Service Specialist, you'll help ensure our advisors and field partners receive the operational support they need to serve their clients effectively.

In this role, you will:

• Process and resolve service requests with accuracy, efficiency, and attention to detail
• Research and respond to inquiries from advisors, agencies, and internal business partners
• Navigate multiple systems and business processes to support a variety of operational functions
• Build strong relationships with field partners through exceptional customer service
• Identify opportunities to improve processes and enhance the overall service experience
• Collaborate with teammates and cross-functional partners to solve problems and drive results
• Support business initiatives, training activities, and operational projects that contribute to organizational success

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
• Duetothenatureof this position, candidates must be abletosuccessfully complete a non-registered fingerprint background check and qualify as a fingerprinted person under FINRA requirements

The Ideal Qualifications

• 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

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-focusedmindset

Salary Range:
$48,000-$60,500

At MassMutual, we focus on ensuring fair equitable pay, by providing competitive salaries, along with incentive and bonus opportunities for all employees.Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.

Why Join Us.

We’ve been around since 1851. During our history, we’ve learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard.

We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.

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.

At MassMutual, we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.For more information about our extensive benefits offerings please check out our Total Rewards at a Glance.