Research & Resolution Consultant

Springfield, Massachusetts (US)
not specified
March 09 2018
Analyst, Operations

Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We’re people helping people.

A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals.  Our employees are the foundation of what makes MassMutual a strong, stable and ethical business.  We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.

Together, we’re stronger.

Description​ Responsible for performing research and analysis to support business operations, present findings 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.  Responsible for making level appropriate decisions while weighing business risk and customer service, and being required to 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, and management to carryout processing of legal orders and regulatory requests, and Customer Relations requests on customer complaints.


  • Handles projects or work with defined scope in own discipline and typically has a short-term focus
  • Works with guidance on small-scale team/unit projects
  • Solves problems in own specialty area
  • Makes worthwhile improvements to existing programs, and procedures
  • Makes practical suggestions for improving work processes in own area
  • Works for consensus and contributes to achievement of work group goals


  • FINRA Series 7 licensed
  • Strong verbal and written communication skills
  • Individual typically has at least 2-5 years of related experience
  • Candidate must be able to work in the US without requiring sponsorship

Ranked No. 77 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2017) and recognized as a World’s Most Ethical Company by Ethisphere, 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. 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.


Focus on the Customer: We understand our customers well and look for every opportunity to deliver an experience that is clear, easy, personal, human, empowering and trustworthy.

Act with Integrity: We deliver on our promises by being open, honest and humble and by adhering to the letter and spirit of applicable laws, rules, regulations and company policies. 

Value People: We respect and learn from each other’s diverse backgrounds, experiences and ideas. We engage and develop people to their greatest potential. 

Work Collaboratively:  We work together to achieve results by actively listening, seeking, understanding and creating solutions as a unified team driving toward one company, one culture, one brand.

Achieve Results: We focus on winning by exceeding expectations and getting better – everyone, every day.

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MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.