Job Description

The Opportunity

As an Operational Support Specialist, you will independently perform a broad range of operational and administrative functions supporting Document Management Services and case assignment workflows which include but are not limited to handling incoming mail, prepping, imaging, case assignment/indexing and creating tracking requests for internal business partners. This role requires strong organizational skills, attention to detail, and the ability to manage multiple work types while maintaining productivity and quality standards. This position also identifies opportunities for process improvements and supports team efficiency initiatives. You will be a reliable, steady contributor supporting day to day operations with minimal oversight, collaborating effectively with peers and downstream partners, and helping maintain operational continuity.

The Team

The team is comprised of 10 associates that work collaboratively on like functions with communication to meet daily service level agreements. Our goal is to ensure we provide optimum service to both our internal and external customers. The ideal candidate would possess agility, resilience, collaboration, communication, and leadership.

The Impact

• Executes accurate and timely case assignment activities by reviewing incoming work and assigning the appropriate work event based on defined business rules, priorities, and service level agreements
• Maintains high-quality case and assignment records through precise data entry, documentation validation, and accurate categorization within core systems
• Protects data integrity, enables downstream teams to work efficiently, and supports audit, compliance, and reporting needs for the organization
• Monitors queues and workload distribution to identify bottlenecks, volume shifts, or capacity risks and escalates issues in accordance with established procedures
• Helps the team respond proactively to changing demands, reduces delays, and supports consistent service delivery at scale
• Processes routine to standard operational work independently, conducting research and resolving issues while escalating complex or sensitive matters appropriately
• Enables smoother daily operations, reduces rework, and allows leaders and subject matter experts to focus on higher‑complexity activities
• Collaborates and communicates effectively with peers, leaders, and business partners regarding assignments, changes, and issue resolution
• Strengthens teamwork, reduces confusion or duplication of effort, and promotes a “one company” approach to service delivery
• Identifies and supports opportunities for process improvement by observing trends, recurring issues, and inefficiencies in case intake and assignment activities
• Contributes to continuous improvement, operational efficiency, and the organization’s ability to scale and evolve its operating model
  

The Minimum Qualifications

• 1+ year of Operations and/or Customer Service experience
• 1+ year experience with Microsoft Word, Outlook, and Excel
• Must be able to work 5 days/week in the Springfield, MA office
• 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

The Ideal Qualifications

• 3+ year of Operations and/or Customer Service experience
• Passion for customer service; demonstrates empathy for our customers and thinks about our customer from end to end
• Flexible, “can-do” attitude, self-motivated, and ability to work collaboratively with peers and business partners; No "we vs. they”
• Works well in a diverse, fast-paced and dynamic, professional environment
• Detailed oriented, analytical/critical thinking skills
• Collaborative spirit/focus
• Perform repetitive work requiring visual accuracy
• Ability to sit, reach, grasp, lift, carry, bend, push/pull and stand for periods of time
• Strong organizational and time management skills
• Able to successfully shift priorities as needed
• Eager and able to learn new or enhanced processes
• Able to identify and work to implement process improvements

What You Can Expect at MassMutual

MassMutual offers the opportunity to do meaningful work within a purpose-driven organization that values long-term impact over short-term outcomes. In this role, you can expect:

• Clear areas of ownership and accountability, with work that connects directly to company and customer outcomes
• A collaborative environment where perspectives are welcomed
• Access to learning, development, and internal networks that support continuous growth and skill-building over time
• Employee-led communities and forums that foster connection, learning, and inclusion across the organization
• A culture grounded in integrity, responsibility, and stewardship—supported by a company with a strong legacy and a future-focused mindset

#LI-DK1

Salary Range:

$44,500-$56,100

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.