Page 130 - NovDefComp

MASSACHUSETTS MUTUAL LIFE INSURANCE COMPANY
Defined Benefit and Defined Contribution

Recordkeeping Operations System

Controls Specified by
MassMutual Business Testing Performed by KPMG LLP and Results of Tests

8.2 Participant calls to the Inspected RS Call Center Review Forms for a selection of daily
Participant Information Center (PIC) calls and determined that the calls were quality reviewed for
and Participant Transition Services compliance with caller identity confirmation workflow, accuracy
(PTS) are recorded. Transaction of information communicated, customer service and customer
requests and account specific satisfaction.
information are only accepted and Observed the system and recorded call log and listened to a
provided to authenticated callers.
Additionally, to review for selection of recorded participant calls and determined that
callers were authenticated to the Customer Service
completeness, the details of the
transaction are verbally confirmed Representative.
with the authenticated caller. Daily a No Exceptions Noted.
quality associate performs a review.
For each review a quality review
form is completed to determine
proper authentication protocol was
followed, the accuracy of
information communicated, and any
the instructions provided on the
recorded call are compared to
processing of the transaction in the
system, and any discrepancies are
researched and resolved. (DC)

8.3 All participant investment Observed the processing of a transaction that failed posting to
transfers processed through the the database during the nightly batch and determined that an e-
SM
TRC, RetireSMART , mail is sent to a recordkeeping operations associate notifying
RetireSMART SM Mobile App and the them of the transaction that failed to post.
Participant Call Center are
combined with other transactions Inspected a selection of To-Dos and system screenshots for
unposted transactions and noted that transactions were
and posted to PRS overnight.
researched and resolved.
PRS is also configured to identify No Exceptions Noted.
and log transactions that cannot be
posted to the database during the
nightly batch. An e-mail and ToDo is
sent to recordkeeping operations
associates who follows-up and
resolves unposted transactions.
(DC)

MassMutual Defined Benefit and Defined Control Objectives, Related Controls and Tests of
Contribution Recordkeeping Operations System Operating Effectiveness
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