Client Service Specialist

Job Description

Job Description

Why Join MassMutual Great Lakes

At MassMutual Great Lakes, you’re not just stepping into a role — you’re joining a firm committed to helping advisors thrive so they can make a meaningful impact in the lives of their clients and our communities.

The Client Service Specialist plays a vital role in supporting clients whose original advisor is no longer active by delivering a high-touch, relationship-driven service experience. This position serves as a primary liaison between clients, advisors, and internal teams, ensuring seamless continuity of service, proactive communication, and operational excellence.

The ideal candidate is an experienced financial services professional with strong interpersonal and communication skills, exceptional attention to detail, and the ability to manage sensitive client interactions with professionalism and empathy. This individual will support client retention efforts, assist with advisor meeting coordination, manage service requests, and help maintain accurate records and workflow efficiency across insurance, annuity, and investment accounts.

Client Relationship Management

• Serve as a primary point of contact for client service inquiries via phone and email
• Deliver a high-touch client experience through proactive, professional, and timely communication
• Build trust and rapport with clients while providing white-glove service and support
• Assist clients with account inquiries, policy updates, beneficiary changes, payment questions, and servicing requests
• Offer and coordinate detailed policy or account reviews with financial advisors when appropriate

Client Servicing

• Support servicing needs for client accounts across insurance, annuity, and investment products
• Confirm account ownership and assignment status using internal systems and compliance protocols
• Research client information utilizing firm resources and databases
• Complete required follow-up paperwork and ensure all servicing activities are documented accurately in Advisor360
• Monitor Home Office alerts, conservation opportunities, term conversion notifications, and other client retention initiatives
• Assist with account disbursement requests and other account management needs, when appropriately licensed

Advisor & Operational Support

• Coordinate advisor meetings, annual reviews, and client follow-ups
• Prepare documentation and meeting materials for client appointments
• Support Internal Lead Generation Program (ILP) initiatives by assisting with client outreach, scheduling, and required documentation collection
• Collaborate with Insurance, Investment, and Operations teams to ensure service continuity and workflow alignment
• Track client activity, meeting notes, and servicing updates within CRM systems
• Assist with reassignment workflows and service coordination for transitioned client relationships

Administrative & Compliance Responsibilities

• Maintain accurate and compliant client records and documentation
• Ensure adherence to compliance, authentication, and confidentiality standards
• Monitor and respond to Home Office notifications and service requests in a timely manner
• Support operational efficiency through organization, prioritization, and proactive follow-through

• 3 - 5 years of experience in the financial services required
• Experience supporting insurance, annuity, and/or investment clients strongly preferred
• Michigan Life & Health License preferred
• SIE, Series 7, and Series 63 or 66 required
• Experience with Advisor360 or similar CRM/client management systems preferred
• Ability to work in a fast-paced, client-focused environment with professionalism and discretion
• Exceptional communication and interpersonal skills
• Strong client service mindset with a relationship-first approach
• High attention to detail and strong organizational abilities
• Ability to multitask and prioritize effectively under deadlines
• Professional phone presence and emotional intelligence
• Strong follow-through and problem-solving capabilities
• Collaborative team player with the ability to work independently
• Tech-savvy with proficiency in CRM systems, Microsoft Office, scheduling tools, and client servicing platforms

• Clients experience a seamless, professional, and relationship-driven service model
• Clients receive timely support and consistent communication
• Advisor meetings, reviews, and follow-up tasks are executed efficiently and accurately
• Client retention opportunities are proactively identified and managed
• Internal workflows and documentation remain organized, compliant, and up to date

Our competitive compensation and comprehensive benefits are designed to support your lifestyle, health, and future.

• Annual income range starting at $60,000 based on experience
• Comprehensive benefits package, including Medical, Dental, and Vision Insurance.
• Paid Time Off: 15 days per year.
• Life and Disability Plans (optional).
• 401(k) with up to a 4% match

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