Customer Service Analyst

MassMutual Ascend•Cincinnati, OH

1d•Hybrid

About The Position

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 MassMutual Ascend’s Claims Department is looking for an empathetic and customer-service focused individual to join the team. New to annuities? We will provide you with the opportunity to learn about the Annuity industry while working in a team centered environment where your ideas can be shared, and you can impact the Company! The Claims Customer Service team is responsible for handling inbound phone calls from clients as well as our service agents to assist them in all steps of the claims process.

Requirements

High School Diploma required.
Strong time management skills and the ability to multi-task in a fast-paced environment.
Experience using Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.).

Nice To Haves

Some College level coursework preferred.
Previous customer service experience preferred
Self-motivated team player who excels in a collaborative environment
Passionate about continuously providing a positive customer experience
At least one year of related experience

Responsibilities

Actively seeks information to understand customer’s circumstances, problems, expectations and needs.
Shares and/or conveys routine information to customers maintaining a professional demeanor in all situations.
Interacts with customers to provide information in response to inquiries about procedures or a case’s status.
Researches and resolves simple to moderately complex customer complaints to ensure customer satisfaction and retention.
Documents processes used to correct issues.
Utilizes computerized systems for tracking, information gathering and / or troubleshooting.
May process routine / simple transactions. Transaction processing may be specified by authority / guidelines.
Maintains familiarity with policies and procedures, as well as the business and organization.
Complies with company and regulatory guidelines.