Unlock Your Potential as a Customer Service Analyst at MassMutual Ascend
MassMutual Ascend, a leading provider of annuities and a wholly-owned subsidiary of MassMutual, is committed to taking financial futures above and beyond. We're seeking a highly skilled and motivated Customer Service Analyst to join our team on a remote basis. As a Customer Service Analyst, you will be the face of our company, providing superior service to our clients and agents through phone and chat interactions. If you're passionate about delivering exceptional customer experiences and growing your career in a dynamic and supportive environment, we encourage you to apply.
About MassMutual Ascend
At MassMutual Ascend, we're dedicated to helping our customers achieve their financial goals by offering innovative products that fit their unique needs. With a strong history, competitive market position, and a sharp focus on service, we're a respected leader in the annuity market. Our collaborative culture is key to our success, and we're committed to inspiring, rewarding, and developing our employees.
Key Responsibilities
- Develop skills to analyze incoming requests via phone, paper, and electronic communications to ensure customer satisfaction and retention.
- Actively seek information to understand and analyze customers' 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.
- Maintain a professional and empathetic demeanor in all interactions.
- Accurately update, monitor, and 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.
- Act as a liaison for customers as needed between departments or other aspects of the organization.
- Understand and explain 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.
- Comply 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.
- Work to consistently meet specified requirements for performance and quality.
- Assist in researching complex issues or complaints which could require interdepartmental cooperation.
- Identify and recommend opportunities for process improvements and organizational initiatives.
- Perform other duties as assigned.
Qualifications and Requirements
Minimum Qualifications
- 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 a schedule of 10:00 AM - 7:00 PM EST Mondays - Thursdays, and 8:00 AM - 5:00 PM EST Fridays.
Preferred Qualifications
- Prior call center experience is a plus, but not required.
- Strong computer skills.
What to Expect
As a Customer Service Analyst at MassMutual Ascend, you can expect:
- Focused one-on-one meetings with your manager to support your growth and development.
- Ongoing opportunities for development and learning to enhance your skills and knowledge.
- A collaborative and dynamic work environment that fosters a culture of excellence.
- A competitive salary and benefits package that recognizes your value and contributions.
- A culture that inspires, rewards, and develops employees, with opportunities for career growth and advancement.
Compensation and Benefits
At MassMutual Ascend, we offer a comprehensive compensation and benefits package that includes:
- A competitive salary range of $33,000 - $55,000 based on experience (for Colorado applicants).
- Incentive and bonus opportunities to recognize and reward your performance.
- A range of benefits, including those that support your overall well-being and financial security.
Why Join Us?
At MassMutual Ascend, we're committed to taking financial futures above and beyond. By joining our team, you'll be part of a collaborative culture that is dedicated to inspiring, rewarding, and developing employees. You'll have the opportunity to grow your career, develop your skills, and make a meaningful contribution to our mission.
If you're passionate about delivering exceptional customer experiences and growing your career in a dynamic and supportive environment, we encourage you to apply for this exciting opportunity. As an Equal Employment Opportunity employer, we welcome all persons to apply, regardless of their background or discharge status (for veterans).
Join Our Team!
This is a fantastic opportunity to grow your career with a leading provider of annuities. If you have the skills and passion we're looking for, please submit your application today. We look forward to hearing from you!
Apply Now