Page 70 - NovDefComp

MASSACHUSETTS MUTUAL LIFE INSURANCE COMPANY
Defined Benefit and Defined Contribution

Recordkeeping Operations System

the web servers by Plan Sponsors via the TRC, Secure File Transfer Protocol (SFTP) and VPN. This
information must be corrected prior to it being passed to PRS.
Participant indicative changes received by mail, e-mail, or fax are reviewed for authorization, completeness,
and accuracy prior to release to PRS. Participant indicative changes are processed by recordkeeping
operations associates with an internal goal to complete by 5 business days of receipt, not to exceed 10
business days if received in good order. Change confirmation notifications are automatically generated for
participant indicative changes and mailed. For address changes the confirmation is sent to both the old and
new address confirming the change was requested and authorized.

Plan Data
Plan indicative data is used by PRS to administer plans in accordance with plan documents. Expense
changes, Executed Plan Amendments and Plan Investment changes are reviewed by recordkeeping
operations associates based on predetermine criteria for authorization by the Plan Sponsor prior to being
updated on PRS and/or CAS. Changes are reviewed by an independent team member after entry to
determine they were entered completely and accurately.

In response to major legislation or other unforeseen circumstances MassMutual may collect Plan Sponsor
and or TPA elections for plan changes outside of our normal amendment or change processes. Under
these projects, the plan sponsor or TPA response is collected via a custom form or survey, responses are
tracked in an application specific to the project, related system updates (if any) are done one at a time or
in bulk as dictated by volumes and complexity, and the actual responses (or recreated electronic
representation of the completed survey) are archived in the applicable imaging system. If system updates
are processed in bulk a general QC is performed. If an amendment is required by the legislation, for plans
that utilize our document services, it will be generated and sent when available. As each individual
circumstance occurs a process is determined that defines all workflows, the required system updates, if
any and any related quality control necessary.
DB Participant and Plan Administration and Maintenance

Participant Data
Qualified employees are added to existing DB plans upon receipt of new participant information received
from the Plan Sponsor. The submitted participant information is uploaded into LVAdmin during the annual
census process and upon receipt of periodic data exchange files. An individual record is established and
maintained for each participant in LVAdmin. Each record contains the relevant and necessary indicative
data for the plan’s participants. Indicative data includes such information as: name, SSN, address, date of
birth, date of hire, participation date, beneficiary information, etc. Import and validation errors generated by
LVAdmin during the census and periodic data file transmissions are reviewed and resolved by
recordkeeping operations associates.

Participant indicative changes can be initiated through the Participant Call Center, RetireSMART SM the
automated phone system or they can be sent to MassMutual by mail, email or fax. Plan Sponsors can also
initiate participant indicative changes through RetireSMART SM via the TRC. Access to all systems is
controlled by a unique user identifier and a Participant Identification Number (PIN) or password.
For access to RetireSMART SM and TRC, failure to enter the correct RetireSMART SM or TRC password after
a predefined number of attempts will result in the user ID being locked. Participants create their own account
on RetireSMART SM by answering questions and then creating a password. Participants can reset their
RetireSMART SM passwords by answering predefined security questions. TRC passwords require reset by
authorized MassMutual personnel. Plan Sponsors receive an initial TRC password from MassMutual. The
first time Plan Sponsors log in to the TRC, it will prompt a password change and require three security
questions and responses to be set up. TRC passwords can be reset following the provision of correct
answers to the security questions. Effective 11/6/2019, prior to accessing RetireSMART SM and the

MassMutual Defined Benefit and Defined Description of the System Provided by
Contribution Recordkeeping Operations System MassMutual
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