Investment Services Specialist - Cashiering

MassMutual; Springfield (MA); On-site; USD 48,000 - 72,000; Full time

Job summary

MassMutual is seeking an Investment Services Specialist to review and process required paperwork and provide customer service for new and existing business, with attention to accuracy and compliance.

You will join the MML Investors Services Cashiering team, handling money movement, account setup, and back-office processing while delivering world-class service, working in a deadline-driven environment, and supporting advisors and clients.

Qualifications

• 1+ years hands-on cashiering experience.
• 2+ years customer service experience working with internal or external customers.
• Must be able to work a 9:30 AM to 6 PM EST shift.
• Background check: fingerprint check required for FINRA compliance.

Responsibilities

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

Skills

Customer service

Telephone skills

Analytical skills

Organizational skills

Communication skills

Education

High School Diploma or GED/HiSET

College degree preferred or equivalent business experience

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 preferredKnowledge 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

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.

California residents: For detailed information about your rights under the California Consumer Privacy Act (CCPA), please visit our California Consumer Privacy Act Disclosures page.