Note: The job is a remote job and is open to candidates in USA. MassMutual Ascend is a leading provider of annuities committed to offering innovative financial products. As a Customer Service Analyst, you will provide superior customer service by answering incoming calls and chat messages, helping clients with their requests as they plan for their financial future.
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
Skills
- 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
- 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.
Company Overview
MassMutual Ascend (previously Great American Life) At MassMutual Ascend, we are committed to going above and beyond – so when it comes to your financial future, the impossible feels possible. It was founded in 1960, and is headquartered in Cincinnati, Ohio, USA, with a workforce of 501-1000 employees. Its website is https://massmutualascend.com.