The Opportunity

MMUS Compliance empowers people to do the right thing by fostering a culture of ethics and integrity throughout the company. We have visibility into almost every aspect of our business, so we are uniquely situated to connect the dots and provide innovative solutions. There is no “typical day” in compliance – If you're looking for a challenging opportunity to work on a dynamic, highly collaborative team with a noble purpose, you'll love compliance.

The Customer Relations Compliance Consultant is primarily responsible for handling customer complaints touching all business units of the company (e.g., MML Investors Services (e.g., Investment and Wealth Management, Mutual Funds, Variable Annuities), Insurance Operations, Digital Operations, Coverpath, Haven, & Institutional Solutions). The Customer Relations Compliance Consultant's main role is to investigate, analyze, respond to, and resolve written customer and regulatory complaints.

The Team

Complaint handling is a critical function from a regulatory, litigation, and reputational perspective, and is often the last chance to demonstrate the Company is truly customer centric.

The Customer Relations Compliance Consultant is primarily responsible for handling insurance, securities and retirement products and services related complaints. With increasing autonomy and some guidance from more senior team members, the Customer Relations Compliance Consultant's main role is to investigate, analyze, respond to, and resolve written customer and regulatory complaints while cross functionalizing their business acumen and product knowledge.

Giving voice to the customer, the Customer Relations Compliance Consultant manages customer expectations while resolving customer matters based on a thorough review of facts, considering the customer's viewpoint, information provided by the agent and/or agency, related regulations, company practices and procedures and the impact to the Company.

The Impact:

To help MassMutual live up to its brand promise and, drive improvement in the customer experience, complaints must be given a high priority and must be handled equitably, accurately, completely, and in a timely fashion. When remedial action is identified, the Customer Relations Compliance Consultant will collaborate with business partners to determine the corrective action needed and verify its implementation. Remedial action may also include designing and negotiating cost-effective settlement solutions that are creative and equitable for both the customer and the Company.

Additional duties include responsibility for fostering and sustaining a collaborative business partner relationship focused on innovative risk mitigation and reduction of complaint frequency through continuous improvement of services, processes, communication, and overall customer experience.

The Minimum Qualifications

· Motivated, self-starter, organized, and effective communicator, individual typically has 7 or more years of experience in financial services.

· Series 7 License

· Solid understanding of retail broker/dealer investment products, and investment advisory services.

· Excellent verbal and written communication, organizational, prioritization, attention to detail, and problem-solving skills

· Capable of consistently prioritizing and effectively managing a workload while demonstrating the ability to make independent decisions and work autonomously

· Demonstrated accountability to proactively manage a customer centric experience while following through on promises and commitments

· Capable of effective data analysis and demonstrated ability to identify and, articulate, actionable trends

· Capable of applying knowledge to handle all but the most complex problems independently (approximately Regulatory 10%, High 20%, Low 70%)

· Looks for and finds innovative ways to reduce complaint frequency, applying drive and initiative into projects while working cross-functionally with multiple stakeholders to improve the customer experience

• Anticipates change and directs or redirects efforts
• Ability to collaborate and maintain strong working relationships with business partners, customers, and regulators
• Ability to set expectations with business partners and effectively influence others, using personal rather than positional power

The Ideal Qualifications

• College Degree or higher
• Series 7 and 24 Licenses
• Proficient in Microsoft Office Suite
• 7 or more years of financial services product and insurance industry experience
• Experience and understanding of financial and insurance products
• Strong organizational skills
• Demonstrated ability to champion and adapt quickly to change, increasing data literacy, becoming more holistic with advanced standards of care, and increasing utilization of technology and automation
• Ability to maintain relationship while standing alone in advocacy of position
• Proven ability to quickly analyze information, assess facts and make complex decisions with appropriate level of information
• Ability to forge strong partnerships across constituencies for purpose of fulfilling MassMutual's customer commitment, strategy and goals
• Proven ability to mitigate risks while developing consensus across functions to achieve desired results
• Ability to balance big picture thinking while maintaining broad, cross-functional awareness of risks to offer less academic, more customer focused compliance solutions

What to Expect as Part of MassMutual and the Team

· Balancing multiple priorities at one time

· Regular meetings with the Customer Relations & Advocate Team

· 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

(#LI-SE1)

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 2020 World's Most Ethical Company, a Top Place to Work in 2020 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

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.

]]>