Customer Success Lead
A.E. Perkins
Customer Service Analyst (REMOTE - US)
MassMutual Ascend
full-time
Posted on:
Origin: • 🇺🇸 United States • Ohio
Visit company websiteSalary
💰 $33,000 - $55,000 per year
Job Level
JuniorMid-Level
About the role
- 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.
Requirements
- At least a high school diploma or equivalent\n
- At least 2 years of related customer service experience\n
- Exceptional verbal communication skills\n
- Strong attention to detail and ability to multi-task efficiently\n
- Able to work schedule of 10:00 AM - 7:00 PM EST Mondays - Thursdays, and 8:00 AM - 5:00 PM EST Fridays.\n
- Ideal Qualifications: Prior call center experience is a plus, but not required\n
- Strong computer skills
