Policyholder Services Resolution Specialist

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

The Opportunity

The Policyholder Services Resolution Specialist is a customer‑centric role for individuals proficient in policy servicing and complex problem resolution within the In-force Services organization. In this role, you will operate with a high degree of autonomy, acting as a technical expert and primary point of ownership for complex servicing scenarios. You will own complex transaction cases, resolve high‑profile customer inquiries, and manage research requests that require deep product knowledge and analytical skill. You will play a critical role in ensuring policy servicing activities are executed accurately, efficiently, and in compliance with corporate and regulatory standards, while also helping to improve processes and enhance the overall customer experience.

The Team

The Annuity In-force Services team is comprised of policyholder specialists, tech specialists and consultants with a variety of tenure in Operations. The team is responsible for complex transaction processing, servicing advisor requests and supporting customer care teams through research referrals. Additionally, the team works closely with our business partners in MM India, who support the standard In-force workflows. Collaboration with Life In-force, New Business, Claims, Service Centers, Actuary, Compliance, Law, Internal Audit, Shared Services and Business Support/BAU teams is critical for ongoing success of the department.

The Impact

In this role, your responsibilities will include, but will not be limited to:

• 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.

The Minimum 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

The Ideal Qualifications

• 2+ years of experience with Annuity products
• Experience handling escalated customer issues or high‑profile cases.
• Experience serving as a subject matter expert, trainer, or resource for peers
• Experience identifying trends and recommending process improvements
• Strong business acumen and understanding of products, systems, and processes
• Excellent verbal and written communication skills; including telephone, email, face‑to‑face and video‑based communications
• Strong organizational skills and ability to prioritize and multitask
• Collaborative mindset with the ability to influence, build trust, and foster relationships
• Critical thinking and data‑driven problem‑solving skills
• Demonstrates humility, respect, urgency, curiosity, and courage

What You Can Expect at MassMutual

MassMutual offers the opportunity to do meaningful work within a purpose‑driven organization that values long‑term impact over short‑term outcomes. In this role, you can expect:

• 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

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MassMutual is an equal employment opportunity employer. We welcome all persons to apply.

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