Page 73 - NovDefComp

MASSACHUSETTS MUTUAL LIFE INSURANCE COMPANY
Defined Benefit and Defined Contribution

Recordkeeping Operations System

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 can reset their
RetireSMART SM password by answering predefined security questions. TRC PINs require reset by
authorized MassMutual personnel. The first time plan sponsors log in to the TRC, it will prompt a password
change and require three security questions to be set. TRC PINs are reset by successfully answering the
security questions. Effective 11/6/2019, prior to accessing RetireSMART SM and the 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 directed to a representative at the Participant Call Center.
The Participant Call Center is comprised of the Participant Information Center (PIC) and Participant
Transition Services (PTS). PTS is set up for those participants planning retirement or terminating
employment. PTS and PIC share the same systems. 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.
Documentation from participants and/or Plan Sponsors for distributions and payment requests received by
mail, e-mail, fax or a Call Center Representative are reviewed for completeness and authorization by
recordkeeping operations associates so that they can be processed within 5 business days if received in
good order.
PRS is configured to detect and reject participant loan requests if certain conditions exist. PRS
automatically calculates the loan amortization schedule based on the loan parameters (e.g. loan amount
and repayment period) requested by the participant in accordance with plan provisions. Installment
payments are setup in PRS by recordkeeping operations associates in accordance with installment
instructions received and authorized by the participant and/or Plan Sponsor.

PRS automatically calculates forfeiture funds for participants not fully vested. The forfeiture funds are
transferred from the participant's account to the plan forfeiture account to await sponsor instructions. The
system parameters that enable the automatic transfer are setup on PRS during the plan setup process.

Disbursement transactions are independently quality reviewed based on high-risk, high value and
processor experience prior to the nightly posting to PRS. Details of the disbursement transactions (including
name, address, amount, authorized signature, bank routing, etc.) are reviewed to determine that they are
processed completely and accurately in PRS in accordance with the documentation provided by the
participant and/or Plan Sponsor.

SM
All distributions processed through the TRC, RetireSMART , RetireSMART SM Mobile App and the
Participant Call Center are combined with other transactions and posted in PRS overnight. PRS is
configured to identify and log transactions that cannot be posted to the database during the nightly batch.
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 and the RetireSMART SM
Mobile App prior to sending the information to PRS. This information must be corrected prior to it being
passed to PRS. An email with a ToDo is sent to recordkeeping operations associates who follow-up and
resolve unposted transactions.

Accounting operations associates review supporting documentation for individual payments over a
specified amount to determine that disbursements were processed completely and accurately and in
accordance with participant or Plan Sponsor instructions.

MassMutual Defined Benefit and Defined Description of the System Provided by
Contribution Recordkeeping Operations System MassMutual
25