Policyholder Resolution Specialist – Annuity Services

MassMutual; Springfield (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

MassMutual's Policyholder Services Resolution Specialist role focuses on policy servicing and complex problem resolution within the In-force Services organization in Springfield, MA. You will own complex servicing scenarios with autonomy, acting as a technical expert and primary owner for transaction cases.

The team collaborates with multiple partners to ensure compliant, accurate processing while improving processes and customer experience.

Qualifications

• 2+ years experience in insurance, financial services, operations, customer service, claims, policy administration, or account servicing.
• 1+ years experience researching and resolving complex customer, policy, account, or transaction issues.
• High School Diploma or equivalent.

Responsibilities

• Resolving complex service requests and escalations by conducting in-depth research, analyzing transactions, and ensuring timely, accurate outcomes that protect the customer experience and mitigate risk.
• Contributing to problem solving and root cause analysis, identifying trends in service issues, complaints, and errors, and recommending sustainable solutions that improve processes and reduce operational risk.
• Performing advanced technical processing and controls, including policy transactions, billing, collections, disbursements, and resolution of suspense/out‑of‑balance conditions in partnership with internal stakeholders.
• Acting as a subject matter expert, providing guidance, training, and technical support to customers, agents and business partners across Insurance Operations and related teams.

Skills

Researching complex issues

Problem solving

Policy servicing knowledge

Communication skills

Analytical thinking

Customer service

Education

High School Diploma

Job description

MassMutual's Policyholder Services Resolution Specialist role focuses on policy servicing and complex problem resolution within the In-force Services organization in Springfield, MA. You will own complex servicing scenarios with autonomy, acting as a technical expert and primary owner for transaction cases.

The team collaborates with multiple partners to ensure compliant, accurate processing while improving processes and customer experience.