Customer Service Analyst

🕒 June 17

🏈 Ohio – Remote

🏈 Ohio – Remote

💵 $33k - $55k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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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 superior customer service through answering incoming calls and chat messages from both clients and agents • Develop skills to properly analyze incoming requests via phone, paper, and electronic communications to ensure customer satisfaction and retention • Actively seek information to understand and analyze customer’s circumstances, problems, expectations and needs to resolve difficult inquiries/issues • Clearly communicate complex information and solutions to customers in a helpful manner • De-escalate situations involving dissatisfied customers utilizing patience, assistance, and support methods • Accurately update, monitor & notate customer account details of client/agent interactions in multiple databases and CRM systems • Build product knowledge of core annuity business to discuss products and/or product features, IRS tax qualifications and requirements • Understand and explain complex topics such as interest, fee and death benefit calculation and the ability to communicate potential benefits/consequences of customer requests • Process financial and non-financial transactions in accordance with established procedures • Assist in researching complex issues or complaints which could require interdepartmental cooperation

🎯 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 • Able to work schedule of 10:00 AM - 7:00 PM EST Mondays - Thursdays, and 8:00 AM - 5:00 PM EST Fridays. • Prior call center experience is a plus, but not required • Strong computer skills

🏖️ Benefits

• Ongoing opportunities for development and learning • Focused one-on-one meetings with your manager • 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