[Remote] Customer Service Analyst (REMOTE - US)

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