Customer Service Analyst

2 days ago

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MassMutual Ascend

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501 - 1000

Description

• As a Customer Service Analyst, you will provide superior customer service through answering our incoming calls and chat messages from both clients and agents. • This role will also provide development and has future growth potential! • Develops skills to properly analyze incoming requests via phone, paper, and electronic communications to ensure customer satisfaction and retention. • Actively seeks information to understand and analyze customer’s circumstances, problems, expectations and needs to resolve difficult inquiries/issues. • Clearly communicates complex information and solutions to customers in a helpful manner. • De-escalate situations involving dissatisfied customers utilizing patience, assistance, and support methods. • Maintains a professional & empathetic demeanor in all interactions. • Accurately updates, monitors & notates customer account details of client/agent interactions in multiple databases and CRM systems. • Acts as a liaison for customers as needed between departments or other aspects of the organization. • Understands and explains complex topics such as interest, fee and death benefit calculation and the ability to communicate potential benefits/consequences of customer requests. • Process financial and non-financial transactions in accordance with established procedures. • Identify and recommend opportunities for process improvements and organizational initiatives.

Requirements

• 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

Benefits

• Focused one-on-one meetings with your manager • Ongoing opportunities for development and learning • Working in a fast-paced environment in our downtown Cincinnati, OH office • 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 today and also well into the future