Customer Service Analyst

🕒 August 25

🇺🇸 United States – Remote

💵 $33k - $48k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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MassMutual Ascend

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2006

💸 Finance

🛡️ Insurance

Finance • Insurance

MassMutual Ascend is a leading provider of annuities and is dedicated to helping clients navigate their financial futures with confidence. As a subsidiary of MassMutual, one of the largest life insurance companies in the U. S. , MassMutual Ascend offers a range of annuity products such as fixed, fixed-indexed, registered index-linked, and immediate annuities. The company prides itself on delivering transparent and easily understandable financial products, ensuring clients always know what to expect. With over five decades of experience and a strong track record of financial strength, MassMutual Ascend continues to focus on elevating clients’ financial futures. Operating independently while leveraging the capabilities and reputation of MassMutual, MassMutual Ascend remains committed to superior customer service and long-standing financial stability.

📋 Description

• Provide customer service by answering incoming calls and chat messages from clients and agents • Analyze incoming requests via phone, paper, and electronic communications • Understand customer circumstances, problems, expectations, and needs to resolve difficult inquiries and issues • Communicate complex information and solutions to customers • De-escalate dissatisfied-customer situations • Update, monitor, and document customer account details and interactions in databases and CRM systems • Build knowledge of annuity products, product features, IRS tax qualifications, and requirements • Explain interest, fee, and death benefit calculations and potential consequences of customer requests • Examine and interpret contractual language, features, and terms • Develop understanding of Power of Attorney, Trusts, Estates, Custodians, and IRS tax forms • Process financial and non-financial transactions according to established procedures • Research complex issues or complaints with interdepartmental cooperation • Identify and recommend process improvements and organizational initiatives • Comply with company and regulatory guidelines • Prioritize and multitask daily functions in a fast-paced, high-volume environment • Perform other duties as assigned

🎯 Requirements

• 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 • Ability to work Monday–Thursday 10:00 AM–7:00 PM EST and Friday 8:00 AM–5:00 PM EST • 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

🏖️ Benefits

• Training provided for daily tasks • Subject matter expert assistance after training • Future growth potential • Focused one-on-one meetings with manager • Ongoing opportunities for development and learning • Career growth in a culture that inspires, rewards and develops employees • Competitive salaries • Incentive and bonus opportunities • Bonus target or Variable Incentive Compensation component • Total Rewards benefits offerings