Page 71 - NovDefComp

MASSACHUSETTS MUTUAL LIFE INSURANCE COMPANY
Defined Benefit and Defined Contribution

Recordkeeping Operations System

RetireSMART SM Mobile App participants must pass identity proofing and authenticate using multi-factor
authentication. Digital Threat Detection is also used to corroborate user identity and identify abnormal and
risky behavior. If abnormal and risky behavior is identified the Fraud Surveillance team investigates this
activity.
Participants that wish to call the Participant Call Center are first required to authenticate through the
automated phone system before selecting a menu option to connect to the Participant Call Center. Failure
to enter the correct PIN after a predefined number of attempts will result in the user ID being locked and
the participant being re-directed to a representative at the Participant Call Center.

Participant calls to the Participant Call Center are recorded. A sample of calls is reviewed daily by a quality
associate for compliance with caller identity confirmation workflow, accuracy of information communicated,
and customer service and customer satisfaction.
Participant indicative change requests received by mail, e-mail, fax or a Call Center Representative are
reviewed by recordkeeping operations associates for completeness and authorization and are processed
by the date of the next PAS check run or EFT Direct Deposit if received in good order. The entries are
reviewed for accuracy by an independent team member prior to release to PAS.
For participants who are receiving periodic payments out of PAS, change confirmation notifications are
automatically generated. For address changes the confirmation goes to both the old and new address
confirming the change was requested and authorized.
A web server interface program is configured to perform consistency checks to identify missing or
incorrectly formatted data received from a participant through RetireSMART SM prior to sending the
information to PRS. Data files such as annual census data are uploaded to 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.
Plan Data
Plan indicative data is used by CAS, PRS and LVAdmin to administer plans in accordance with plan
documents. Indicative data includes such information as: plan type, investment options, etc. Changes to
indicative data are initiated upon receipt of an authorized plan, contract, or services agreement amendment.
All plan changes are entered into CAS, PRS by recordkeeping operations associates after they are
reviewed for authorization. After entry into CAS, PRS an independent team member reviews the entry to
verify it was entered completely and accurately prior to release. All plan changes made in LVAdmin are
reviewed by an independent team member after input to verify that they were entered completely and
accurately.

Defined Contribution Administrative Expenses

DC Administrative Expenses
Administrative expenses and recovery methods (e.g. billed or deducted) are specified in PRS in accordance
with contract and/or service agreement provisions. Expenses are calculated and billed or deducted based
on the expenses parameters built into PRS. Monthly expense statements are sent to plan sponsors detailing
amounts deducted or amounts owed.

Defined Contribution and Defined Benefit Value Rates

DC and DB Value Rates Stable value investment products are valued at contract value. Fair value is
provided by MassMutual when applicable. Contract value consists of contributions, plus investment income,
less benefit payments and administrative expenses. Fair value represents the liquidation value as
documented under the terms of the group annuity contract. The liquidation formula is prepared by a Fellow

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