The Opportunity

As a Field Service Consultant, you’ll be at the center of the action—owning daily interactions with Field Representatives and Agency Staff and serving as a trusted partner across MassMutual’s Distribution Systems. In this role, you’ll deliver end‑to‑end service and support through phone and email, handling a wide range of operational inquiries with professionalism, confidence, and care.

You’ll support key areas such as Compensation, Credentialing, Relationship Maintenance, Book of Business, Agent Financing, Benefits, Payroll, and more. What truly sets this role apart is the level of ownership you’re given—you’re empowered to take accountability for each interaction and build trust through transparency, flexibility, and follow‑through. Every connection is an opportunity to strengthen relationships and make a meaningful impact for our Field and Agency partners.

The Team

The Field Service & Resolution Team is a high‑energy, service‑driven group of consultants who are passionate about understanding customer needs and resolving issues quickly and effectively. We pride ourselves on achieving First Inquiry Resolution, continuously sharpening our skills to deliver confident, value‑added, and respectful support.

Operating as a real‑time contact center, the team supports inbound calls via an 800‑line from 8:00 a.m. to 6:00 p.m. EST and manages email inquiries during core business hours. Collaboration is critical—whether we’re preparing for training, supporting key initiatives, or navigating business changes, we work together to meet demand and exceed expectations. Our driving theme is Initiative, Influence, and Execution.

The Impact

In this role, you will:

• Support forecasted inbound calls and emails while consistently meeting service, quality, and productivity expectations.

• Balance daily targets with a strong focus on accuracy, professionalism, and customer experience.

• Apply workflows, procedures, and subject‑matter knowledge to deliver effective, timely resolutions.

• Independently resolve routine to moderately complex inquiries while setting clear expectations around next steps and turnaround times.

• Collaborate with peers to shape service strategies, refine standards, and drive continuous improvement.

• Contribute to small‑scale projects, identify opportunities for efficiency, and support enhancements to processes and tools.

• Build working knowledge across systems, resources, and partnerships that support Field Service excellence.

Minimum Qualifications

• High School Diploma or equivalent

• 2+ years of customer service or contact center experience

• 1+ years’ experience handling high‑volume inbound calls and/or emails while meeting established service and productivity metrics

• 1+ years demonstrated experience resolving routine to moderately complex customer inquiries independently

• 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

Ideal Qualifications

• Bachelor's Degree

• 3+ years of experience in the financial services industry

• 2+ years’ experience supporting field partners, advisors, or agents

• Prior experience in Agency or Firm Operations

• Proactive mindset with strong multitasking and prioritization skills

• Flexible, self‑motivated, and collaborative working style

• Strong problem‑solving skills with a focus on ownership and resolution

• Action‑oriented approach with the ability to anticipate business needs

What to Expect as Part of MassMutual and the Team

• Regular meetings with the Advisor Operations team

• Focused one-on-one meetings with your manager

• Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQIA+, veteran and disability-focused Business Resource Groups

• Access to learning content on Degreed and other informational platforms

• Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits

Salary Range:

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.