The Opportunity

We're looking for a detail oriented, self-motivated individual to join our growing team as a Research & Resolution Consultant. As a Research & Resolution Consultant you'll be responsible for managing a workload of different cases that will require research and problem solving to determine if the client was harmed by the error and what course of action can be taken to make the client whole. We support many organizations across the firm as well as other areas in MassMutual that will require effective communication as some cases will involve upper level management both at the Home Office as well as in the field. This is a fast-paced environment as we deal with time sensitive issues that require immediate attention.

The Team

We are a team with a unique opportunity given we see any and all operation errors that has a direct impact on the end client. On multiple occasions we have identified a process gap through trending of cases and worked with the team who owns the process, to update the workflow to fill the gap. We have people from many backgrounds and encourage out of the box thinking to come to a solution to each case. As a team, we pride ourselves in creating the best service experience possible in order to repair the relationship between client, rep, and MMLIS by getting to the root cause of the error that took place to fix anything that went wrong and make sure the account is in good standing for the future.

The Impact:

As a Research & Resolution Consultant, your responsibilities will include, but not be limited to the following:

• Performing research and analysis to support business operations and present finding to managers
• Develop solutions through root-cause analysis of complex issues and escalations related to Broker/Dealer business
• Identify opportunity to enhance and update workflows, procedures, and policies and determine best practices with some direction
• Make level appropriate decisions while weighing business risk and customer service, and document justification of exception processing
• Utilize problem solving toolkit to identify trending and demonstrate the ability to provide countermeasures to enhance the client experience and integrate the ease of doing business philosophy into operations
• Analyze trading activity of registered representatives through research and execution of trades to correct errors made by registered representatives and internal business partners
• Work with legal and compliance, peers, management to carryout processing of legal orders and regulatory requests, and Customer Relations requests on customer complaints

The Minimum Qualifications

• HS Diploma
• 1+ year of customer service experience
• Series 7 or ability to obtain within a specified period of time
• Highly collaborative team player with extraordinary attention to detail
• Proficient in Microsoft Office Suite

The Ideal Qualifications

• Bachelor's Degree
• 2+ years of financial industry experience

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What to Expect as Part of MassMutual and the Team

• Regular meetings with the Research and Resolution
• Focused one-on-one meetings with your manager
• Access to mentorship opportunities
• 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

About MassMutual

We've been around since 1851. During our history, we've helped millions of people find financial freedom, offer financial protection, and plan for the future.

Today, we continue to develop meaningful relationships with our customers by building their trust, being knowledge problem solvers and always prioritizing their needs. MassMutual is guided by a single purpose: 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.

MassMutual was recognized as an Ethisphere 2019 World's Most Ethical Company, a Top Place to Work in 2019 according to The Boston Globe and named among America's Best Employers for Diversity according to Forbes 2020. MassMutual ranks No. 84 on the Fortune 500 list of largest companies.

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.

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