[Hiring] Customer Service Analyst @MassMutual Ascend

Role Description

As a Customer Service Analyst, you will provide superior customer service through answering our incoming calls and chat messages from both clients and agents. On this team of professionals, there is an emphasis on treating clients like family and helping them with their requests as they plan for their financial future. In this role, you will be provided training to best prepare you for your daily tasks. Even after you complete training, subject matter experts are available for assistance with any follow-up questions you may have. This role will also provide development and has future growth potential!

The work schedule is Monday - Thursday 10:00 AM - 7:00 PM EST and Friday 8:00 AM - 5:00 PM EST.

Job 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 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.
• Examines intricate contractual language, features, and terms and interprets in an effective and efficient manner.
• Builds 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.
• Prioritizes and multi-tasks daily functions to positively influence productivity and quality in a fast-paced, high-volume environment.
• Processes 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.
• Identifies and recommends opportunities for process improvements and organizational initiatives.
• Performs other duties as assigned.

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
• Able to work schedule of 10:00 AM - 7:00 PM EST Mondays - Thursdays, and 8:00 AM - 5:00 PM EST Fridays.

Requirements

• 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

• Focused one-on-one meetings with your manager
• Ongoing opportunities for development and learning
• 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
• For Colorado Applicants: The salary range for this role is $33,000 - $48,000 based on experience.