Client Service Associate

The Client Service Associate (CSA) plays a critical role in supporting displaced (“orphaned”) clients associated with MassMutual Great Lakes. This position delivers high-touch client service while supporting the Insurance, Annuity & Investment Teams with lead initiatives that promote advisor growth, client retention, and service continuity.

Key Responsibilities

• Serve as the primary point of contact for all incoming service calls, including those from displaced clients.
• Manage service follow-ups, required paperwork, and documentation in Advisor360.
• Track and update all client activity in Advisor360, ensuring accuracy, compliance, and complete records.
• Monitor and manage Home Office alerts for displaced clients to support client and asset retention.
• Review service report notifications and alerts; distribute qualified opportunities as leads when appropriate.
• Support execution of Internal Lead Generation Program (ILP) initiatives for the displaced client book, including assisting with the collection of required statements and documentation.

Requirements

• Fully licensed (minimum of Michigan Life & Health License, SIE, and Series 7, & Series 63 or 66
• Willing to be affiliated with MassMutual as a Registered Sales Assistant
• Minimum of 1–2 years of experience in financial services

Life Insurance & Annuities

Task Breakdown

Client Service Calls

• Manage incoming service calls for displaced clients across insurance and annuity products.
• Authenticate the client per compliance authentication protocols (requires 3 specific pieces of data – SSN, DOB, address).
• Review policy and/or account numbers in ServiceNet or Advisor360 to confirm the client is not actively assigned to an advisor.

Servicing

• Address a variety of client requests, including coverage questions, advisor requests, payment options, and policy changes (e.g., ownership, beneficiaries).
• Complete required follow‑up paperwork and document all activity in Advisor360.
• Service documents in the CSA folder.
• Document conversation details, including the originating phone number.
• Encourage clients to review their coverage with a financial advisor.
• Coordinate with Jill to determine lead distribution and meeting‑setup strategy.

Insurance Notifications (Home Office)

• Conservation Alerts
• Contact clients with policies at risk of lapsing to support asset retention.
• Contact clients with upcoming term conversion expirations and schedule ILP appointments for lead distribution.
• Death Claims
• Contact beneficiaries to support asset retention.
• Firm Death Claim Report.
• Follow up with advisors who have not responded to Home Office requests related to death claim involvement.
• MassMutual Policy Notifications.
• Escalate flagged items (e.g., rider benefits, term conversions, LISR) to Manny.
• Ensure LISR clients are automatically assigned to a new servicing advisor.

Displaced Client Servicing Call Notes (Insurance)

• Collect the client’s name or policy/account number and locate the record in ServiceNet.
• Authenticate the client by requesting the last four digits of their Social Security number.
• Confirm the case is assigned to Manny and assist with basic servicing needs.
• When appropriate, explain that you directly support Manuel Amezcua and manage client calls on his behalf.
• Close each call by offering a detailed policy or account review with a financial advisor.
• If a meeting is scheduled, coordinate with Jill to route the opportunity through the ILP program.
• Track all scheduled meetings in the ILP tracker.

Internal Leads Program

• Call outside carriers for any inforce illustrations requested by ILP members who set meetings with displaced clients.
• Manage MetLifePro account to access the displaced client MetLife data

Investments & Wealth Management

Task Breakdown

Client Service Calls

• Manage incoming client service calls via phone tree and Home Office outreach across brokerage, direct sponsor, and wealth management accounts.
• Authenticate the client per compliance authentication protocols (requires 3 specific pieces of data – SSN, DOB, address).
• Review account numbers in Advisor360 to confirm the client is not actively assigned to an advisor. If assigned to an active advisor, assist with routing to assigned advisor.

Displaced Client Servicing Responsibilities

• Confirm the account is assigned to Manny or a termed advisor and assist with basic servicing needs.
• When appropriate, explain that you directly support Manuel Amezcua and manage client calls on his behalf.
• Research displaced client details using internal firm resources (e.g. Spokeo).
• Address client requests related to account inquiries, updates, and account management.
• Assist with client request for account disbursement [and solicited trades, if licensed].
• Complete required follow‑up paperwork and document all activity in Advisor360.
• Document conversation details and originating phone number.
• If a client requests an advisor meeting, coordinate with Investment Team and they will determine who will head that call and assist with the client meeting.
• Close each call by offering a detailed policy or account review with a financial advisor.

Home Office Notifications

• Monitor MMLIS Home Office notifications and respond based on requested actions, and loop in the Investment Team as needed.

Additional Responsibilities

• Work with the Investment Operations Specialist (JO), to gather and submit business reassignments. Advisor initiated reassignments will be the primary responsibility of CSA. HO initiated reassignments remain with Operations Specialist.
• Meet weekly with Insurance and Investment Team to ensure workflow alignment, business continuity, and service consistency.
• TBD: Create strategy around withheld compensation reports.
• TBD: Download and learn MetLife inforce illustration system.