[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.ResponsibilitiesDevelops skills to properly analyze incoming requests via phone, paper, and electronic communications to ensure customer satisfaction and retentionActively seeks information to understand and analyze customer’s circumstances, problems, expectations and needs to resolve difficult inquiries/issuesClearly communicates complex information and solutions to customers in a helpful mannerDe-escalate situations involving dissatisfied customers utilizing patience, assistance, and support methodsMaintains a professional & empathetic demeanor and in all interactionsAccurately updates, monitors & notates customer account details of client/agent interactions in multiple databases and CRM systemsBuilds product knowledge of core annuity business to discuss products and/or product features, IRS tax qualifications and requirementsActs as a liaison for customers as needed between departments or other aspects of the organizationUnderstands and explains complex topics such as interest, fee and death benefit calculation and the ability to communicate potential benefits/consequences of customer requestsExamine intricate contractual language, features and terms and interpret in an effective and efficient mannerBuild understanding of components of frequently encountered entities, such as Power of Attorney, Trusts, Estates, Custodians as well as IRS tax formsComplies with company and regulatory guidelines for performancePrioritize and multi-task daily functions to positively influence productivity and quality in a fast paced, high-volume environmentProcess financial and non-financial transactions in accordance with established proceduresWorks to consistently meet specified requirements for performance and qualityAssists in researching complex issues or complaints which could require interdepartmental cooperationIdentify and recommend opportunities for process improvements and organizational initiativesPerforms other duties as assignedSkillsAt least a high school diploma or equivalentAt least 2 years of related customer service experienceExceptional verbal communication skillsStrong attention to detail and ability to multi-task efficientlyAble to work schedule of 10:00 AM - 7:00 PM EST Mondays - Thursdays, and 8:00 AM - 5:00 PM EST FridaysPrior call center experience is a plus, but not requiredStrong computer skillsBenefitsIncentive and bonus opportunities for all employeesYour total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation componentFor more information about our extensive benefits offerings please check out our Total Rewards at a Glance.Company OverviewMassMutual Ascend (previously Great American Life) At MassMutual Ascend, we are committed to going above and beyond – so when it comes to your financial future, the impossible feels possible. It was founded in 1960, and is headquartered in Cincinnati, Ohio, USA, with a workforce of 501-1000 employees. Its website is https://massmutualascend.com.