Customer Service Analyst

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 for our policyholders. 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. This role will have a standard schedule of Monday - Friday out of our downtown Cincinnati office.

Job Responsibilities

• Daily assimilation of outgoing correspondence identifying form and compliance requirements, reviewing of premium notices, illustrations, and manual letters.
• Develops skills to properly handle incoming requests via phone, paper or electronic communications to ensure customer satisfaction and retention.
• Learns to actively seek information to understand customer’s circumstances, problems, expectations and needs to resolve customer 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.
• Maintains a professional & empathetic demeanor and in all interactions
• Accurately updates and monitors customer account information & notates details of client/agent interactions in the system
• Builds product knowledge of core annuity business to discuss products and/or product features, IRS tax qualifications and requirements, and documentation necessary for financial and non-financial transactions. Understands and explains complex topics such as interest, fee and death benefit calculation. Becomes knowledgeable and communicates potential benefits/consequences of customer requests.
• Builds basic understanding of components of frequently encountered entities, such as Power of Attorney, Trusts, Estates, & Custodians.
• Becomes familiar with multiple computer programs for tracking, documenting questions/responses, information gathering and/or troubleshooting.
• Complies with company and regulatory guidelines.
• 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
• Consistently meet specified deadlines 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.
  
  

Minimum Qualifications:

High School Diploma or equivalent.

0 to 2 years of experience.

Ideal Qualifications:

Prior annuities experience.

As appropriate for line of business, insurance licensure and/or certifications may be required (Series 6).

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
  
  

Why Join Us.

At MassMutual Ascend, our collaborative culture is key to our success. It’s the reason we’re a leading provider of annuities today, and it’s the reason we’ll continue rising to the top tomorrow. A career at MassMutual Ascend means you’ll contribute to our mission of taking financial futures above and beyond – and you’ll be inspired to reach your own goals, too. As a wholly owned subsidiary of MassMutual, MassMutual Ascend continues to be an employer of choice in the Cincinnati, Ohio community.

MassMutual Ascend Life Insurance Company is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

At MassMutual Ascend we focus on ensuring fair, equitable pay by providing competitive salaries, along with 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..