Annuity Transfer of Assets- Customer Service Specialist

The Opportunity
The Customer Service Specialist on the Transfer of Assets Team will support both our MMFA and MMSD business by taking various actions to get funds in house in order to issue an Annuity. You’ll be responsible for partnering and owning the communication with financial professionals, firm back-offices and external and internal partners. This partnership and communication will consist of providing statuses for incoming funds as well as working together to resolve contracts that are not in good order. You’ll perform routine transactions, provide technical guidance, and procedural information on a variety of Transfer of Assets service issues requiring knowledge of financial products and transactions.

The Team

You’ll be joining a team that will be focused on interacting with internal business partners,  ceding carriers, financial professionals and their staff. Our team will support the New Business process to ensure we provide an outstanding experience for both the Financial Professionals and Customers. We strive for continuous improvement by looking for opportunities to support the field and business partners in getting Annuities funded for our customers as quickly as possible.

The Impact

As part of the Customer Service Specialist - Transfer of Assets Team, your responsibilities will include, but not be limited to the following:

• Troubleshoot and resolve Transfers that are deemed not-in-good-order by the ceding carrier.

• Review and validate for accuracy that the Transfer of Assets Packet was mailed/emailed/faxed correctly and timely to the ceding carrier.

• Conduct calls to ceding carriers requesting funds required for New Business policy issue.

• Collaborate with team members across new business, MMI, and a 3rd party vendor on escalations.

• Documentation on various administrative platforms with the result of each call out.

• Provide detailed communication, both written and verbal, to financial professionals and career agency firms on status of receipt of funds.

• Proactively identify when additional communications to the financial professional are needed when the transfer hits a roadblock.

• Consistently look for process improvement opportunities to improve the customer experience and internal efficiency gains.

• Act with a sense of urgency and ensure all current day work is completed.

• Seek to raise the bar on the service experience delivered to the customer and financial professional.

The Minimum Qualifications

• High School Diploma/GED/HiSET

• 2+ years of customer service experience in a fast-paced environment (or Undergrad Degree in lieu of experience)

• 1+ year experience working with Insurance products

The Ideal Qualifications

• College Degree

• 1+ year experience working with Annuity products

• Ability to solve problems, think critically and use multiple resources to drive toward resolution

• Ability to multi-task within multiple platforms and monitors

• Strong verbal & written communication skills

• Must be able to work in a fast-paced high-volume environment without sacrificing quality of work

• Proven relationship management/outstanding service delivery

What to Expect as Part of MassMutual and the Team 

• Regular meetings with Transfer of Assets 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 

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