Description

As a leading provider of annuities, MassMutual Ascend is committed to taking financial futures above and beyond. This means offering innovative products that fit our customers’ unique needs – whether it’s protecting their hard-earned savings, receiving guaranteed income or providing for loved ones. MassMutual Ascend is proud to offer customers a level of strength and stability they can count on for years to come.

The Opportunity

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. As a Customer Service Analyst, this role will also provide development and has future growth potential!

You will have a set schedule, Monday-Friday, during daytime hours. This role puts a high emphasis on superior customer service delivered in an exceptional way, and we reward employees through competitive pay, benefits and quarterly bonus potential!

Job Responsibilities

In this role as a Customer Service Analyst, you will have impact through the below tasks and responsibilities:

Actively seeks information to understand customer’s circumstances, problems, expectations and needs, for the purpose of resolving customer inquiries/issues.
Shares and/or conveys routine and non-routine information to customers, regarding their account(s), maintaining a professional demeanor in all situations.
Maintains, updates and monitors customer account information.
Interacts with customers to provide information in response to routine and non-routine inquiries (telephone, email, mail, etc.) about products or services.
Resolves moderately complex to complex incoming customer requests.
Maintains product knowledge to confirm and discuss moderately complex information for products and/or product features, along with benefits/consequences of an action/request made by a customer/agent.
Researches and resolves moderately complex to complex customer complaints to ensure customer satisfaction and retention. Documents processes used to correct issues.
Responds to correspondence, complaints and information requests via telephone, e-mail, fax, regular mail, or in person.
Utilizes computerized system for tracking, documenting questions/responses, information gathering and/or troubleshooting.
May be responsible for the processing of moderately complex to complex transactions on customers’ accounts. Transaction processing may be specified by authority/guidelines.
Applies knowledge of policies and procedures and utilizes general understanding of the business and organization. Complies with company and regulatory guidelines.
Provides guidance and assistance to lower level positions. May provide training to lower level employees.
Performs other duties as assigned.
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
Ideal Qualifications

Prior call center experience is a plus, but not required
Strong computer skills
What to Expect

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

LI-MM1

For Colorado Applicants: The salary range for this role is $33,000 – $55,000 based on experience.