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Resolution Manager Jobs in West Springfield, MA (NOW HIRING)

Aflac

Sr Consult, Claims Resolution

Windsor, CT · On-site

$110K - $150K/yr

Sr Consult, Claims Resolution The Company: Aflac Columbus The Location: Windsor, CT, US, 06095 The ... Bachelor's Degree in Management, Business Administration, Health Care Management or a related field ...

Aflac

Sr Consult, Claims Resolution

Windsor, CT · On-site

$110K - $150K/yr

... resolution of complex and sensitive scenarios. Education & Experience Required ... Bachelor's Degree in Management, Business Administration, Health Care Management or a related field ...

The Whiteside Agency

Major Case Specialist

Hartford, CT · On-site

$109K - $180K/yr

Authority - Payment and resolution on individual matters up to $500,000. Manage total exposure by claim or account that often greatly exceeds $1,000,000. * COVERAGE RESEARCH AND ANALYSIS:

Red Thread

Project Manager

East Hartford, CT · On-site

Walks project and develops punch list; is responsible for punch list resolution. * Manages all final project closeout requirements including lien waivers releases, contract requirements and client ...

Red Thread

Project Manager

East Hartford, CT · On-site

Walks project and develops punch list; is responsible for punch list resolution. * Manages all final project closeout requirements including lien waivers releases, contract requirements and client ...

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Resolution Manager information

What are the key skills and qualifications needed to thrive as a resolution manager?

To thrive as a Resolution Manager, you need strong problem-solving abilities, conflict resolution skills, and a background in business administration or a related field. Familiarity with case management software, CRM platforms, and sometimes certifications in mediation or dispute resolution are typically required. Exceptional communication, negotiation, and emotional intelligence help you manage stakeholder expectations and diffuse tense situations. These skills are crucial for efficiently resolving disputes, maintaining client satisfaction, and protecting organizational reputation.

How does a resolution manager typically collaborate with other departments to resolve complex issues?

Resolution Managers frequently work cross-functionally, partnering with teams such as customer service, operations, legal, and IT to address and resolve challenging cases or disputes. Effective communication and coordination are essential, as Resolution Managers often facilitate meetings, gather input from multiple stakeholders, and ensure everyone is aligned on the resolution approach. This collaborative process not only helps in resolving issues efficiently but also provides broader insight into recurring problems, allowing the company to implement long-term process improvements.

What is the difference between Resolution Manager vs Customer Service Manager?

AspectResolution ManagerCustomer Service Manager
Primary FocusResolving complex issues and disputes efficientlyOverseeing customer service teams and satisfaction
Required SkillsProblem-solving, conflict resolution, technical knowledgeLeadership, communication, customer relationship management
Work EnvironmentOperations, support centers, client-facing rolesCall centers, retail, service industries
CertificationsRelevant industry certifications, conflict resolution trainingCustomer service certifications, management training

While both roles focus on customer interactions, the Resolution Manager specializes in resolving complex issues and disputes, often requiring technical or specialized knowledge. The Customer Service Manager oversees overall customer satisfaction and team management. Understanding these differences helps in choosing the right career path or hiring the appropriate professional for specific needs.

What does a senior resolution manager do?

A senior resolution manager oversees the resolution of complex customer issues, ensuring timely and effective solutions. They coordinate with teams, analyze root causes, and implement process improvements, often using customer relationship management (CRM) tools and requiring strong communication and problem-solving skills.

What job categories do people searching Resolution Manager jobs in West Springfield, MA look for?

The top searched job categories for Resolution Manager jobs in West Springfield, MA are:

What cities near West Springfield, MA are hiring for Resolution Manager jobs?

Cities near West Springfield, MA with the most Resolution Manager job openings:

Resolution Manager jobs near you

Policyholder Services Resolution Specialist

Springfield, MA • On-site

Massachusetts Mutual Life Insurance Company (MassMutual)

7.8

Company rating: 7.8 out of 10

Based on 37 frontline employees who took The Breakroom Quiz

196th of 315 rated insurance

Good employer

Recommended by parents

Respectful managers

Learn more about Massachusetts Mutual Life Insurance Company (MassMutual)external

$59K - $75K/yr

Full-time

Posted 11 days ago

Job description

The Opportunity
The Policyholder Services Resolution Specialist is a customer-centric role for individuals proficient in policy servicing and complex problem resolution within the In-force Services organization. In this role, you will operate with a high degree of autonomy, acting as a technical expert and primary point of ownership for complex servicing scenarios. You will own complex transaction cases, resolve high-profile customer inquiries, and manage research requests that require deep product knowledge and analytical skill. You will play a critical role in ensuring policy servicing activities are executed accurately, efficiently, and in compliance with corporate and regulatory standards, while also helping to improve processes and enhance the overall customer experience.
The Team
The Annuity In-force Services team is comprised of policyholder specialists, tech specialists and consultants with a variety of tenure in Operations. The team is responsible for complex transaction processing, servicing advisor requests and supporting customer care teams through research referrals. Additionally, the team works closely with our business partners in MM India, who support the standard In-force workflows. Collaboration with Life In-force, New Business, Claims, Service Centers, Actuary, Compliance, Law, Internal Audit, Shared Services and Business Support/BAU teams is critical for ongoing success of the department.
The Impact
In this role, your responsibilities will include, but will not be limited to:
  • Resolving complex service requests and escalations by conducting in-depth research, analyzing transactions, and ensuring timely, accurate outcomes that protect the customer experience and mitigate risk.
  • Contributing to problem solving and root cause analysis, identifying trends in service issues, complaints, and errors, and recommending sustainable solutions that improve processes and reduce operational risk.
  • Performing advanced technical processing and controls, including policy transactions, billing, collections, disbursements, and resolution of suspense/out-of-balance conditions in partnership with internal stakeholders.
  • Acting as a subject matter expert, providing guidance, training, and technical support to customers, agents and business partners across Insurance Operations and related teams.

The Minimum Qualifications
  • 2+ years experience in insurance, financial services, operations, customer service, claims, policy administration, or account servicing
  • 1+ years experience researching and resolving complex customer, policy, account, or transaction issues
  • High School Diploma or equivalent

The Ideal Qualifications
  • 2+ years of experience with Annuity products
  • Experience handling escalated customer issues or high-profile cases.
  • Experience serving as a subject matter expert, trainer, or resource for peers
  • Experience identifying trends and recommending process improvements
  • Strong business acumen and understanding of products, systems, and processes
  • Excellent verbal and written communication skills; including telephone, email, face-to-face and video-based communications
  • Strong organizational skills and ability to prioritize and multitask
  • Collaborative mindset with the ability to influence, build trust, and foster relationships
  • Critical thinking and data-driven problem-solving skills
  • Demonstrates humility, respect, urgency, curiosity, and courage

What You Can Expect at MassMutual
MassMutual offers the opportunity to do meaningful work within a purpose-driven organization that values long-term impact over short-term outcomes. In this role, you can expect:
  • Clear areas of ownership and accountability, with work that connects directly to company and customer outcomes
  • A collaborative environment where perspectives are welcomed
  • Access to learning, development, and internal networks that support continuous growth and skill-building over time
  • Employee-led communities and forums that foster connection, learning, and inclusion across the organization
  • A culture grounded in integrity, responsibility, and stewardship-supported by a company with a strong legacy and a future-focused mindset

#LI-DK1
Salary Range:
$59,900-$75,500
At MassMutual, we focus on ensuring fair equitable pay, by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.
Why Join Us.
We've been around since 1851. During our history, we've learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard.
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.
MassMutual is an equal employment opportunity employer. We welcome all persons to apply.
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
At MassMutual, we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component. For more information about our extensive benefits offerings please check out our Total Rewards at a Glance.

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