MassMutual Ascend

Customer Support

• Provide superior customer service through answering our incoming calls and chat messages from both clients and agents. Training provided to prepare for daily tasks; subject matter experts available for assistance. Growth potential in role. Work schedule: Monday - Thursday 10:00 AM - 7:00 PM EST and Friday 8:00 AM - 5:00 PM EST.\n• Analyze incoming requests via phone, paper, and electronic communications to ensure customer satisfaction and retention.\n• Understand and analyze customer's circumstances, problems, expectations and needs to resolve inquiries/issues.\n• Communicate complex information and solutions; de-escalate dissatisfied customers.\n• Maintain a professional & empathetic demeanor in all interactions.\n• Accurately updates, monitors & notates customer account details in multiple databases and CRM systems.\n• Build product knowledge of core annuity business to discuss products and/or product features, IRS tax qualifications and requirements.\n• Act as a liaison for customers between departments or other aspects of the organization.\n• Understands and explains complex topics such as interest, fee and death benefit calculation and the ability to communicate potential benefits/consequences of customer requests.\n• Examine intricate contractual language, features and terms and interpret in an effective and efficient manner.\n• Build understanding of components of frequently encountered entities, such as Power of Attorney, Trusts, Estates, Custodians as well as IRS tax forms.\n• Complies with company and regulatory guidelines for performance.\n• Prioritize and multi-task daily functions to positively influence productivity and quality in a fast paced, high-volume environment.\n• Process financial and non-financial transactions in accordance with established procedures.\n• Works to consistently meet specified requirements for performance and quality.\n• Assists in researching complex issues or complaints which could require interdepartmental cooperation.\n• Identify and recommend opportunities for process improvements and organizational initiatives.\n• Performs other duties as assigned.

Customer Service Analyst (REMOTE - US)