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MassMutual Ascend · 2 days ago

Customer Service Analyst (REMOTE - US)

United States

Full-time

Remote

Entry Level

$33K/yr - $55K/yr

2+ years exp

MassMutual Ascend is a leading provider of annuities committed to enhancing financial futures through innovative products. As a Customer Service Analyst, you will provide exceptional customer service by handling incoming calls and chat messages, assisting clients and agents with their inquiries, and ensuring customer satisfaction. This role offers training and development opportunities, with potential for future growth within the company.

Financial ServicesInsurancePersonal FinanceRetirementWealth Management

Hiring Manager

Maggie Murray

Responsibilities

Develops skills to properly analyze incoming requests via phone, paper, and electronic communications to ensure customer satisfaction and retention

Actively seeks information to understand and analyze customer’s circumstances, problems, expectations and needs to resolve difficult inquiries/issues

Clearly communicates complex information and solutions to customers in a helpful manner

De-escalate situations involving dissatisfied customers utilizing patience, assistance, and support methods

Maintains a professional & empathetic demeanor and in all interactions

Accurately updates, monitors & notates customer account details of client/agent interactions in multiple databases and CRM systems

Builds product knowledge of core annuity business to discuss products and/or product features, IRS tax qualifications and requirements

Acts as a liaison for customers as needed between departments or other aspects of the organization

Understands and explains complex topics such as interest, fee and death benefit calculation and the ability to communicate potential benefits/consequences of customer requests

Examine intricate contractual language, features and terms and interpret in an effective and efficient manner

Build understanding of components of frequently encountered entities, such as Power of Attorney, Trusts, Estates, Custodians as well as IRS tax forms

Complies with company and regulatory guidelines for performance

Prioritize and multi-task daily functions to positively influence productivity and quality in a fast paced, high-volume environment

Process financial and non-financial transactions in accordance with established procedures

Works to consistently meet specified requirements for performance and quality

Assists in researching complex issues or complaints which could require interdepartmental cooperation

Identify and recommend opportunities for process improvements and organizational initiatives

Performs other duties as assigned

Qualification

Customer service experienceVerbal communicationMulti-taskingAttention to detailComputer skills

Required

At least a high school diploma or equivalent

At least 2 years of related customer service experience

Exceptional verbal communication skills

Strong attention to detail and ability to multi-task efficiently

Able to work schedule of 10:00 AM - 7:00 PM EST Mondays - Thursdays, and 8:00 AM - 5:00 PM EST Fridays

Preferred

Prior call center experience is a plus, but not required

Strong computer skills

Benefits

Incentive and bonus opportunities

Total Rewards at a Glance

Company

MassMutual Ascend

MassMutual Ascend (previously Great American Life) At MassMutual Ascend, we are committed to going above and beyond – so when it comes to your financial future, the impossible feels possible.

Founded in 1960

Cincinnati, Ohio, USA

501-1000 employees