MassMutual Ascend · 7 hours ago
Customer Service Analyst (REMOTE - US)
Cincinnati, OH
Full-time
Remote
Entry Level
$33K/yr - $55K/yr
2+ years exp
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Hiring Manager
Maggie Murray
Insider Connection @MassMutual Ascend
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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
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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.
501-1,000 employees
Funding
Current Stage
Late StageLeadership Team
Chad Stewart
SVP & Chief Information Officer
Michael Haney
Divisional Senior Vice President & CRO
Company data provided by crunchbase
