Customer Service Analyst; REMOTE

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As a leading provider of annuities, Mass Mutual 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. Mass Mutual Ascend is proud to offer customers a level of strength and stability they can count on for years to come.

As a Customer Service Analyst, you will provide superior customer service through answering our incoming calls and chat messages from both clients and agents. The team emphasizes treating clients like family and helping them with their requests as they plan for their financial future. In this role you will receive training to prepare for daily tasks and have subject matter experts available for assistance with follow‑up questions.

The role also offers development and future growth potential.

The work schedule is Monday‑Thursday 10:00 AM – 7:00 PM EST and Friday 8:00 AM – 5:00 PM.

• Develop skill to properly analyze incoming requests via phone, paper, and electronic communications to ensure customer satisfaction and retention.
• Actively seek information to understand and analyze customer’s circumstances, problems, expectations and needs to resolve difficult inquiries/issues.
• Clearly communicate complex information and solutions to customers in a helpful manner.
• De‑escalate situations involving dissatisfied customers utilizing patience, assistance and support methods.
• Maintain a professional & empathetic demeanor in all interactions.
• Accurately update, monitor & note customer account details of client/agent interactions in multiple databases and CRM systems.
• Build product knowledge of core annuity business to discuss products and/or product features, IRS tax qualifications and requirements.
• Act as a liaison for customers as needed between departments or other aspects of the organization.
• Understand and explain complex topics such as interest, fee and death benefit calculation and the ability to communicate potential benefits/consequences of customer requests.
• Examine intricate contractual language, features and terms and interpret them in an effective and efficient manner.
• Build understanding of components of frequently encountered entities, such as Power of Attorney, Trusts, Estates, Custodians as well as IRS tax forms.
• Comply with company and regulatory guidelines for performance.
• 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.
• Work to consistently meet specified requirements for performance and quality.
• Assist in researching complex issues or complaints that could require inter‑departmental cooperation.
• Identify and recommend opportunities for process improvements and organizational initiatives.
• Perform other duties as assigned.

• At least a high school diploma or equivalent.
• At least 2 years of related customer service experience.
• Exceptional verbal communication skills.
• Strong attention to detail and ability to multi‑task efficiently.
• Able to work schedule of 10:00 AM – 7:00 PM EST Mondays – Thursdays and 8:00 AM – 5:00 PM EST Fridays.

• Prior call center experience is a plus, but not required.
• Strong computer skills.

• 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 customers’ needs today and well into the future.

For Colorado applicants: the salary range for this role is $33,000 – $55,000 based on experience.

At Mass Mutual 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 Mass Mutual Ascend means you’ll contribute to our…