• Learn, communicate and update established processes to both internal and external parties. • Provide support for external customers via phone and email for assistance with questions, education, and resolution of problems. • Handle daily case work while meeting predetermined KPI and QA metrics. • Accurately document all actions in daily case work and customer interactions. • Place phone calls to participating customers and provide education when deemed necessary or beneficial. • Identify, document, and escalate repetitive customer issues. • Managing and solving escalated cases from GHX Provider Managed Services Tier 1 support and peers. • Proactively maintain and contribute to team reference materials. • Train and mentor Managed Services Analyst Level I to reach customer communication and engagement goals. • Aid in increasing adoption of GHX’s recommended practices for customers through daily customer interactions. • Delegate, monitor and assist assigned projects. • Aid in production and presentation of excel files or presentation materials. • Create action plans for post-customer meetings.

• Lead end-to-end development of proposals, including RFP responses, across multiple market segments • Manage concurrent workloads (e.g., 6+ proposals, follow-ups, and special projects) within aggressive deadlines while maintaining accuracy and quality • Collaborate with cross-functional stakeholders (Sales, Account Management, Underwriting, Legal, and other partners) to ensure strong, aligned positioning • Gather and synthesize data from internal systems to support proposal responses, including network data, financials, and clinical information • Customize responses based on client-specific strategies, priorities, and pricing considerations • Develop new content when standard responses do not meet client requirements • Apply knowledge of pricing methodologies and underwriting guidelines to support fee development within assigned authority levels • Contribute to process improvements, innovation initiatives, and departmental best practices • Mentor and coach junior team members on proposal processes, tools, and standards

• Provide inpatient coding reviews • Review inpatient coding (ICD-10-CM and ICD-10-PCS) • Validate ICD-10-CM and PCS codes • Review physician documentation for specificity • Maintain current knowledge of regulatory agencies standards • Consult with client organizations • Collaborate with other service line team members

Suitability Principal Location: Springfield, MA Job Description: Full time As a Suitability Principal within the Transfer of Assets (TOA) and Inforce Operations team, you will play a critical role in safeguarding the firm by independently reviewing and approving asset movement activity across brokerage and advisory accounts. Acting as a key decision-maker, you will ensure all transactions align with suitability, best interest, and regulatory standards while applying sound judgment to complex or high-risk scenarios. This role offers the opportunity to directly influence business outcomes, mitigate risk, and enhance the overall advisor and client experience. The Team You will join the MML Investors Services (MMLIS) TOA team, a highly collaborative group that partners closely with Financial Advisors, Agency leadership, Compliance, Field Inspection, and internal business partners across Cashiering, Advisory, and Trading. The team is responsible for facilitating the accurate and compliant movement of client assets while providing guidance, education, and problem resolution to the field in a fast-paced, service-oriented environment. The Impact In this role, you will drive the quality and integrity of business accepted by the firm by identifying risks, reducing NIGO items, and improving operational efficiency. You will analyze trends, uncover root causes of recurring issues, and recommend solutions that strengthen controls and processes. Through your expertise and collaboration, you will help protect clients, support advisors, and contribute to continuous improvement across the organization. The Minimum Qualifications - FINRA Series 7 & 24 required at time of application - 2+ years of MMLIS experience and/or 3+ years of experience within the brokerage/advisory space - Comfortability/ability to work 9-5:30 and/or 9:30-6 - High School Diploma or equivalent - ** Principals working 100% remotely may be subject to on-site inspection by MML and/or regulators - ***Candidates residing within 50 miles of MassMutual office will be expected to work a Hybrid schedule of 3 days a week in the office The Ideal Qualifications - 3+ years' experience conducting suitability reviews - FINRA Series 4 and 53 - Superior customer service skills. - Excellent interpersonal skills; team player, self-motivated; patient demeanor; approachable style. - High aptitude for effective problem resolution. - Strong organizational and time management skills are essential - Ability to work in a fast paced, ever-changing environment. - High degree of ownership and sense of urgency. - College degree preferred with a concentration in business or finance. - Passion for embracing business process improvement opportunities. - High aptitude for effective problem resolution. - Must be able to think independently and tactfully challenge the opinions of others. What to Expect as Part of MassMutual and the Team 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 Salary Range: $69,000-$90,500