Policyholder Service Consultant

The Opportunity

As a Policyholder Service Consultant in MassMutual's Institutional Insurance business, you will be responsible for delivering value to our bank-owned life insurance (BOLI) and corporate-owned life insurance (COLI) clients, advisors, and TPAs via your experience servicing general account and variable life insurance policies and/or annuity policies. In this role, as well as all roles within MassMutual, you will demonstrate accountability, agility, a dedication to be inclusive, and strong business acumen. We also highly value strong communication skills, a passion for learning, leadership traits, resilience, and self-awareness.

The Team

As a Policyholder Service Consultant, you will be joining us as a member of the Institutional Insurance Operations New Business Team. We are an industry leading service operation in the BOLI/COLI Market with a high focus on customer service. You will work alongside a team of professionals across many business cycles including the Institutional Insurance Sales Team, Underwriting, and an established Sales Distribution Channel. We as a team value strong communication skills, a willingness to learn beyond your day to day responsibilities, leadership traits, business acumen and self-awareness. We are the face of the BOLI/COLI Market for MassMutual and are built with a great sense of community and the desire to achieve results as a team.

The Impact

The Policyholder Service Consultant will serve as a critical role providing customer service to MassMutual's Institutional Insurance BOLI and COLI policyholders, distribution partners and servicing administrators. The day-to-day responsibilities of this role will include providing ongoing service to the BOLI and COLI Clients performing Post Issue servicing activities and responding to requests received by phone and/or email, while managing your queue in our workflow management system (CATS or Trex). Specific servicing tasks include processing fund reallocation requests, premium payments, policy loans, and death claims, all with high attention to accuracy and timeliness. In this position, you will also be expected to play a lead role developing the servicing function and documenting procedures for our newest product, Strategic Life 21 (SL21), a private placement variable universal life product (PPVUL) predominantly designed to appeal to the Insurance Company-Owned Life Insurance (iCOLI) market, expected to commence sales in early Fall 2023. This product will offer a large line-up of daily valued mutual fund subaccounts in addition to Insurance Dedicated Fund (IDF) subaccounts comprised of illiquid and alternative investment strategies that are not daily valued.

Key Responsibilities Include:

• Complete daily and monthly reporting in addition to servicing a specialized group of products.
• Work closely with investment accounting and Financial Controls to ensure a seamless execution of complex requests involving Illiquid Investment options.
• Provide technical guidance, information, and procedural advice on a variety of complex customer service issues requiring knowledge of variable universal life insurance products, policy administration and illustration systems, mutual funds, and processing transactions.
• Respond to telephone or electronic inquiries/service requests of the most complex nature.
• Process complex transactions within service standards.
• Conduct research to complete service requests.
• Focus on quality control, meeting time sensitive deadlines, and process improvement.
• Monitor service activity, prepare service reports, and troubleshoot complex technical problems.
• Facilitate, coordinate, and recommend policies and procedures to ensure operational objectives are met.
• Prepare and explain complex agreements and understand and be aware of pertinent regulations.
• Manage client expectations by communicating when SLAs will not be met and setting realistic deadlines.
• Resolve specialized/complex, high impact service requests for multiple divisions/products on behalf of the Enterprise.

The Minimum Qualifications

• Bachelor's degree and 2+ years servicing general account and/or variable life insurance policies or annuity policies OR 4+ years experience in lieu of degree
• 1+ year experience with variable product prospectuses and mutual funds
• 1+ year experience with variable life insurance regulations and processing including 38a- 1

The Ideal Qualifications

• Bachelor's Degree in business, finance or technical subject preferred
• 5+ years of work experience related to Variable Universal Life Policies or variable Annuity Contracts
• 3+ years of demonstrating strong PC skills including Word, Excel, and Outlook
• Proven relationship management/outstanding customer service delivery
• Strong communication and relationship building skills
• Strong quantitative and analytical skills
• Investment product knowledge including mutual funds, prospectuses, and alternative investments

What to Expect as Part of MassMutual and the Team

• Regular meetings with the Team
• Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, 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

MassMutual 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.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.