Investment Services Specialist - Cashiering

Massachusetts Mutual Life Insurance; Springfield (MA); On-site; USD 52,000 - 65,000; Full time

Benefits offered by this job

Learning opportunities

Inclusive culture

Internal networks and communities

Job summary

MassMutual is seeking an Investment Services Specialist to review and process paperwork and provide outstanding customer service for new and existing business. The role supports money movement, account maintenance, and compliance with FINRA rules, working with internal teams and advisors to reach “in-good-order” documents.

The position requires cashiering and customer service experience, with a 9:30 AM–6:00 PM EST shift.

Qualifications

• Customer service experience working with internal or external customers.
• Hands-on cashiering experience.
• Strong telephone and communication skills.

Responsibilities

• Review broker-dealer business submissions for accuracy and completeness.
• Identify cases not in good order (NIGO) and work with Field force to resolve.
• Provide telephone support to internal and external customers regarding paperwork requirements and NIGO issues.
• Process client data into back office systems with a high level of accuracy.
• Research and resolve operational issues as needed.
• Identify and resolve problems using root cause problem solving tools.
• Work effectively to meet/exceed productivity and quality standards.

Skills

Customer service

Cashiering

Communication skills

Organization

Analytical skills

Education

High School Diploma or GED/HiSET

College degree preferred

Job description

The Opportunity

As an Investment Services Specialist you will review and process required paperwork and provide customer service for new and existing business. This may include maintenance items, transfer paperwork and various other supplemental accounting paperwork. In this role, as well as all roles within MassMutual, you will demonstrate accountability, agility, a dedication to be inclusive, a strong business acumen, and will show courage, even in the most difficult situations. We also highly value strong communication skills, a passion for learning, leadership traits, resilience and self-awareness.

The Team

The MML Investors Services (MMLIS) Cashiering department reviews and processes all internal brokerage and advisory transfers in a timely manner to facilitate the movement of customer funds in and out of our brokerage accounts, held with National Financial Services (NFS); including depositing and withdrawing of funds. Further, the team handles the setup and modifications of money movement investment and withdrawal plans. We provide guidance and education to field reps on requirements and regulations regarding money movement and communicate frequently with National Financial Services. The team also works closely with the Transfer of Assets, Advisory, New Business and Trading teams within MMLIS.

The Impact

The successful candidate will deliver business value by performing account maintenance activities such as reviewing new account paperwork, communicating with advisors and providing world class customer service for new and existing business. The goal of the job is to create complete, accurate and 'in-good-order' documents reaching the Business Acceptance Team.

Key Responsibilities Include

• Review broker dealer business submissions for accuracy and completeness
• Identify cases that are not in good order (NIGO) and work with our Field force to resolve
• Provide telephone support to both internal and external customers concerning paperwork requirements, NIGO issues, setting up customer accounts, etc.
• Process client data into back office systems with a high level of accuracy
• Research and resolve operational issues as needed
• Identify and resolve problems using root cause problem solving tools
• Work effectively to meet/exceed productivity and quality standards

The Minimum Qualifications

• High School Diploma or GED/HiSET
• 1+ years of hands-on Cashiering experience
• 2+ years customer service experience/working with internal or external customers
• Must be able to work a 930AM to 6PM EST Shift
• 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

The Ideal Qualifications

• College degree preferred or equivalent business experience
• 4+ years financial services industry experience
• 2+ years of hands-on Cashiering experience
• Knowledge of registration types, brokerage account features, managed account attributes, billing of managed account
• Working knowledge of the securities industry specifically as it relates to back office processing for standard non-retirement accounts
• Knowledge and understanding of FINRA/SEC rules and regulations preferred
• Knowledge of MMLIS new business workflows, systems, and concepts
• Superior telephone and communication skills
• Strong organization and analytical skills
• Ability to work in a fast paced environment and adhere to strict deadlines
• Ability to work overtime and/or work a flexible shift arrangement as business needs arise

What to Expect as Part of MassMutual Cashiering Team

• 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:

$51,600-$65,000

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 b