Customer Service Analyst (REMOTE - US)

Description 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. 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! 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. 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. At least a high school diploma or equivalent At least 2 years of related customer service experience Prior call center experience is a plus, but not required Strong computer skills Small company feel with a focus on meeting customer’s needs today and also well into the future 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. 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.