MassMutual: Field Service Consultant – Core

The OpportunityField Services Consultant opportunity in Phoenix.The TeamThe Field Service and Resolution Team is comprised of Consultants who demonstrate a passion to understand our customer’s needs while taking the initiative to resolve potential issues The team is committed to First Inquiry Resolution by focusing on personal skill development to provide confident, valued and respected responses including promoting training and awareness to available self-service tools and options to our customers.The team supports “real time” demand through a 800-line and utilizes an equal distribution of forecasted work culture to meet service expectations.

Understanding and planning support for projects and key business initiatives impacting the field and team is critical to successfully meeting and exceeding targets and expectations.

Identification, awareness and communication of issues which can impact service support across the team is critical to achieve results.

Initiative, Influence and Execution is the Field Service & Resolution driving theme!The Impact:While working within a contact center environment, the primary responsibilities of a Field Service Consultant are to provide day to day contact with producers by performing all aspects of customer service work (phone or email) as it relates to MassMutual’s Compensation plans, Offboarding, Relationship status, Credentialing, Book of Business, Address Changes, Direct Deposit, Agent Financing, Debt Management, Agent Benefits, Tax Reporting, and Payroll inquiries for producers and entities across MassMutual’s Distribution Systems.

The Field Service Consultant independently handles routine to moderately complex problems or inquiries while managing customer expectations including resolution and turnaround time deliverables.

The Field Service Consultant is expected to work on small scale projects and solve problems and seek opportunities by researching and identifying viable options or recommendations; participate in continuous improvement of work processes, and procedures; and have a working knowledge of all required systems, resources, and relationships.In this role, as well as with all roles within MassMutual, you will demonstrate accountability, agility, strong communication skills, a dedication to be inclusive, a strong business acumen, skills to continually improve and grow, and will show courage even in the most difficult situations.

We also highly value, a passion for learning and development, leadership traits, resilience, self-awareness and the ability to provide and accept constructive feedback willinglyThe Minimum Qualifications2+ years business/industry experience2+ years of customer service experienceStrong Communication Skills – Written & VerbalBachelor’s Degree or equivalent work experienceSolid problem solving and decision-making skillsProven relationship building skillsAbility to influence and negotiate with both internal & external customersCoaching skills, specifically providing feedback & coaching to field partnersSubject matter expertiseThe Ideal Qualifications2+ years of Financial Services experienceContact Center experienceWhat to Expect as Part of MassMutual and the TeamRegular meetings with the Field Service & Resolution TeamFocused one-on-one meetings with your managerAccess to mentorship opportunitiesNetworking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource GroupsAccess to learning content on Degreed and other informational platformsYour ethics and integrity will be valued by a company with a strong and stable ethical nosiness with industry leading pay and benefits#LI-SH1MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran.

We welcome all persons to apply.

Note: Veterans are welcome to apply, regardless of their discharge status.