Account Management Specialist
MassMutual
Springfield, MA
The Opportunity The New Business Account Manager is a dedicated client relationship business partner that is a vital part of the New Business & Underwriting experience. As a critical field facing role, this position is accountable for developing, maintaining, and enhancing relationships with new and existing agency staff and financial professionals. This position is focused on driving internal and external partnerships and strategies that will result in long term growth and policy persistency. Working closely with agency staff, brokers, external vendors, and various departments at MassMutual, this role will be responsible for managing new business timelines, gaining a granular understanding of their agency's business needs, establishing and documenting processes to support those needs, and ultimately the successful onboarding of newly sold business. The Team The Account Manager team is a highly collaborative and hardworking group dedicated to delivering exceptional client experiences. Through strong teamwork and open communication, the team works together to build lasting relationships, drive results, and ensure every client’s needs are met with care and precision. Their collective effort and commitment to excellence make them a trusted partner in achieving shared success. The Impact Our Account Managers are the primary point of contact for aligned agency partnerships for all onboarding, service, and support issues across dedicated distribution channels for all new business. This role is a true extension of our distribution partners; focused on creating a small company feel by reducing complexity and noise in the new business process. The Account Manager role ensures a positive experience by providing support in firm meetings and discussions covering strategy, performance, new products, regulatory changes, and market developments. This role will regularly engage aligned firms, key firm contacts, Financial Professionals, and General Agents. Their success directly impacts our sales funnel and the opportunity to generate the “next” piece of business. As an Account Manager, you will be accountable for the below, and other duties as assigned:
- Proactively own and manage their assigned book of business with the utmost professionalism to establish and exceed the agency's expectations including managing pending inventory by closing inactive cases to help ensure the New Business and Underwriting inventory consists of active cases. This includes actively managing dialogue on issued cases with a goal to drive increased placement rates.
- Serving as a subject matter expert for administrative, customer service and account management team key duties and responsibilities including resolving basic to complex problems, escalations, and issue resolution around the new business process, while collaborating with the internal teams, as well as organizational leaders across all levels in Operations and MMFA and MMSD Distribution channels. This includes offering solutions, accommodations, and options to best support a customer’s needs.
- Executing on exceptional communication skills and leveraging their strong working knowledge of MassMutual products, processes, and services including educating firm’s New Business staff on process and procedure and ensure timely communication of any changes.
- Preparing, distributing, providing regular status updates to clients and appropriate departments in written and verbal form, as well as act as liaison between MMFA/MMSD firm new business staff and internal teams to drive resolution on all service issues, escalations, and exception requests.
- Participate in sales office visits with Distribution partners to address opportunities, present to large audiences and educate the office staff on policies / procedures, obtain feedback on service experience, and solicit recommendations for service improvements across New Business and Underwriting. Actively engage with their distribution customers to help improve workflow, make recommendations based on data and ultimately generate stronger relationships to grow the business.
- Ability to establish and maintain critical relationships with internal and external stakeholders by building a network of resources to navigate a complex new business acquisition process, ultimately ensuring consistent follow through on expectations.
- Demonstrated strength and ability to interface with and influence key decision makers/clients through use of negotiation skills, dealing with ambiguity and conflict management.
- Facilitate regular calls with the agency staff where they present updates/gaps using key metrics, answer questions, etc. and then facilitate problem solving discussions to address
- Demonstrated strength and understanding of customer expectations and "sense of urgency" resulting in the ability to influence the organization to meet and exceed customer expectations.
- Partner with Compliance, Field Risk Management and other business partners on regulatory matters and risk management escalations impacting our firms.
- Identify opportunities for improvement and deliver feedback and coaching to improve knowledge, experience, and ease of doing business for both internal and external stakeholders related to Underwriting and New Business.
- Manages and/or participates in projects and initiatives that address overall service needs, driving self-sufficiency with firms, focus on ease of doing business, and promote Customer Centricity.
- Other job duties may be assigned based on business needs.
- High School Diploma
- 3+ years of work experience in the Financial/Insurance industry or Client Relationship Management
- Bachelor's degree
- 1+ year of Life/Disability Insurance product knowledge
- Experience in case management or underwriting for Life or Disability Insurance
- 5+ years in Financial Services, Customer Service, or Client Relationship Management
- Strong understanding of company products, services, and business operations
- Skilled in presenting processes, results, and best practices to internal and external stakeholders
- Detail-oriented and able to work independently under tight deadlines
- Thrives in fast-paced, diverse, and dynamic environments
- Committed to delivering exceptional service and performance excellence
- Proficient in using multiple systems and tools
- Highly organized and capable of managing multiple priorities
- Effective communicator with strong negotiation and conflict resolution skills
- Collaborative team player who respects procedures and timelines
- Flexible to support business needs during peak periods and critical deadlines
- Regular meetings with the team
- Focused one-on-one meetings with your manager
- 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
Posted 2025-10-21
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