Page 98 - 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

5.2 Participant calls to the Inspected RS Call Center Review Forms for a selection of daily
Participant Information Center calls and determined that the calls were quality reviewed for
(PIC) and Participant Transition compliance with caller identity confirmation workflow, accuracy
Services (PTS) are recorded. of information communicated, and customer service and
Transaction requests and customer satisfaction.
account specific information are Observed the system and recorded call log and listened to a
only accepted and provided to
authenticated callers. selection of recorded participant calls and determined that
callers were authenticated by the Customer Service
Additionally, to review for
completeness, the details of the Representative and the transactions were confirmed with the
authenticated caller.
transaction are verbally confirmed
with the authenticated caller. No Exceptions Noted.
Daily a 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)

5.3 Distribution requests received Inspected disbursement request documentation received by
by mail, e-mail fax or a Call mail, email, fax, or a Call Center Representative and sign-offs
Center Representative are or AWD workflow status for a selection of disbursements that
SM
reviewed by recordkeeping were not requested through the TRC, RetireSMART ,
operations associates for RetireSMART SM Mobile App, or the automated phone system,
completeness and authorization and determined that disbursements were authorized by the
and are processed within 5 participant and/or Plan Sponsor, were reviewed and signed-off
business days if received in good on the appropriate document/status update screen by a
order (IGO). All Not In Good recordkeeping operations associate and were processed within
Order (NIGO) work is tracked in 5 business days. For requests Not in Good Order (NIGO),
AWD and researched and inspected AWD workflow to determine that matters were
resolved in a timely manner. The researched and resolved.
review is evidenced by sign-off on No Exceptions Noted.
the documentation or by
“Processed” or “Passed” status in
AWD. (DC)

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