MassMutual Ascend

Customer Support

• Answer incoming calls and chat messages from clients and agents
• Analyze incoming requests via phone, paper, and electronic communications
• Resolve difficult inquiries and issues
• Communicate complex information and solutions to customers
• De-escalate dissatisfied-customer situations
• Update, monitor, and document customer account details in databases and CRM systems
• Build product knowledge of annuity products, features, IRS tax qualifications, and requirements
• Act as a liaison between customers and departments
• Explain interest, fee, and death benefit calculations and potential consequences of customer requests
• Examine and interpret contractual language, features, and terms
• Build understanding of Power of Attorney, trusts, estates, custodians, and IRS tax forms
• Comply with company and regulatory guidelines
• Prioritize and multitask in a fast-paced, high-volume environment
• Process financial and non-financial transactions
• Research complex issues or complaints with interdepartmental cooperation
• Identify and recommend process improvements and organizational initiatives
• Perform other duties as assigned

Explore Customer Service Analyst at MassMutual Ascend. Review requirements and application details.