Every is seeking a Customer Service Analyst to provide superior support to clients and agents via phone and chat. You will help customers plan their financial future by resolving complex inquiries and building deep product knowledge, with opportunities for development and career growth.
What You’ll Do
- Analyze incoming requests via phone, paper, and electronic communications to ensure customer satisfaction and retention.
- Understand and analyze customer’s circumstances, problems, expectations, and needs to resolve difficult inquiries.
- 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 and empathetic demeanor in all interactions.
- Accurately update, monitor, and notate customer account details in multiple databases and CRM systems.
- Build product knowledge of core annuity business to discuss products, IRS tax qualifications, and requirements.
- Act as a liaison for customers between departments as needed.
- Understand and explain complex topics such as interest, fee, and death benefit calculation.
- Examine intricate contractual language, features, and terms and interpret them effectively.
- Build understanding of components like Power of Attorney, Trusts, Estates, Custodians, and IRS tax forms.
- Comply with company and regulatory guidelines for performance.
- Prioritize and multi-task daily functions 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 which could require interdepartmental cooperation.
- Identify and recommend opportunities for process improvements and organizational initiatives.
What We’re Looking For
- 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 a schedule of 10:00 AM - 7:00 PM EST Mondays - Thursdays, and 8:00 AM - 5:00 PM EST Fridays.
Nice to Have
- Prior call center experience.
- Strong computer skills.
Technical Stack
- Multiple databases
- CRM systems
Team & Environment
You will join a team of professionals dedicated to providing excellent customer service.
Benefits & Compensation
- 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 customer’s needs.
- Incentive and bonus opportunities.
- Extensive benefits offerings.
- Compensation range: $33,000 - $55,000.
Work Mode
This is a fully remote position open to candidates within the United States.
MassMutual Ascend Life Insurance Company is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.
