Customer Service Analyst

Overview 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. Opportunity MassMutual Ascend’s Claims Department is looking for an empathetic and customer‑service focused individual to join the team. New to annuities? We will provide you with the opportunity to learn about the Annuity industry while working in a team centered environment where your ideas can be shared, and you can impact the Company! The Claims Customer Service team is responsible for handling inbound phone calls from clients as well as our service agents to assist them in all steps of the claims process. Job Responsibilities Actively seek information to understand customers’ circumstances, problems, expectations, and needs. Share and/or convey routine information to customers, maintaining a professional demeanor in all situations. Interact with customers to provide information in response to inquiries about procedures or a case’s status. Research and resolve simple to moderately complex customer complaints to ensure customer satisfaction and retention. Document processes used to correct issues. Utilize computerized systems for tracking, information gathering, and/or troubleshooting. May process routine/simple transactions. Transaction processing may be specified by authority/guidelines. Maintain familiarity with policies and procedures, as well as the business and organization. Comply with company and regulatory guidelines. Minimum Qualifications High School Diploma required. Some college level coursework preferred. Strong time management skills and the ability to multi‑task in a fast‑paced environment. Experience using Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.). Previous customer service experience preferred. Ideal Qualifications Self‑motivated team player who excels in a collaborative environment. Passionate about continuously providing a positive customer experience. At least one year of related experience. What to Expect Focused one‑on‑one meetings with your manager. Ongoing opportunities for development and learning. Work in a fast‑paced environment with available flexible work schedules. A place to grow your career in a culture that inspires, rewards, and develops employees. A small‑company feel with a focus on meeting customers’ needs today and also well into the future. 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. MassMutual Ascend Life Insurance Company has a strong history, competitive market position and a sharp focus on service for both clients and distributors. We are a respected leader in the annuity market, particularly with fixed annuities and fixed indexed annuities sold through third‑party distribution. As a wholly owned subsidiary of MassMutual, MassMutual Ascend Life Insurance Company continues to be an employer of choice in the Cincinnati, Ohio community. #J-18808-Ljbffr