Customer Service Analyst (REMOTE - US)

Customer Service Analyst

As a leading provider of annuities, MassMutual Ascend is committed to taking financial futures above and beyond. This means offering innovative products that fit our customers' unique needs whether it's protecting their hard-earned savings, receiving guaranteed income or providing for loved ones. MassMutual Ascend is proud to offer customers a level of strength and stability they can count on for years to come.

The Opportunity

As a Customer Service Analyst, you will provide superior customer service through answering our incoming calls and chat messages from both clients and agents. On this team of professionals there is an emphasis on treating clients like family and helping them with their requests as they plan for their financial future. In this role, you will be provided training to best prepare you for your daily tasks. Even after you complete training, subject matter experts are available for assistance with any follow up questions you may have. As a Customer Service Analyst, this role will also provide development and has future growth potential!

The work schedule is Monday - Thursday 10:00 AM - 7:00 PM EST and Friday 8:00 AM - 5:00 PM EST.

Job 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.

Minimum Qualifications

• 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.

Ideal Qualifications

• Prior call center experience is a plus, but not required
• Strong computer skills
• Holds Series 6 Licensure at time of hire OR ability to obtain within a specified timeframe

What to Expect

• Focused one-on-one meetings with your manager
• Ongoing opportunities for development and learning
• A place to grow your career in a culture that inspires, rewards and develops employees
• Small company feel with a focus on meeting customer's needs today and also well into the future

For Colorado Applicants: The salary range for this role is $33,000 - $48,000 based on experience.

Why Join Us.

At MassMutual Ascend, our collaborative culture is key to our success. It's the reason we're a leading provider of annuities today, and it's the reason we'll continue rising to the top tomorrow. A career at MassMutual Ascend means you'll contribute to our mission of taking financial futures above and beyond and you'll be inspired to reach your own goals, too. As a wholly owned subsidiary of MassMutual, MassMutual Ascend continues to be an employer of choice in the Cincinnati, Ohio community.

MassMutual Ascend Life Insurance Company is an Equal Employment Opportunity employer. We welcome all persons to apply.

At MassMutual Ascend we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component. For more information about our extensive benefits offerings please check out our Total Rewards at a Glance.