Customer Service Analyst

MassMutual Ascend

. Answer incoming calls and chat messages from clients and agents .

Posted 10/13/2026full-timeRemote • Ohio • United StatesJuniorMid-Level💰 $33,000 - $48,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service, effectively resolving inquiries and issues while maintaining compliance with regulatory guidelines. Proficient in analyzing complex information and communicating solutions clearly to clients.

Highest-signal resume keywords

Customer Service ExperienceVerbal Communication SkillsAttention to DetailSeries 6 LicensureMultitasking Ability

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Database ManagementCRM SystemsFinancial Transactions ProcessingContractual Language InterpretationAnnuity Product Knowledge

Soft Skills

Problem-SolvingDe-Escalation TechniquesInterdepartmental Cooperation

Tools & Technologies

Communication ToolsElectronic Communication Systems

Certifications & Qualifications

Series 6 Licensure

Industry Keywords

IRS Tax QualificationsPower of AttorneyTrustsEstatesCustomer Account Management

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Ability to multi-task efficiently
Ability to work Monday–Thursday 10:00 AM–7:00 PM EST and Friday 8:00 AM–5:00 PM EST
Strong computer skills
Series 6 Licensure at time of hire or ability to obtain within a specified timeframe

Benefits

Comp & perks

Training provided for daily tasks
Subject matter expert assistance after training
Future growth potential
Focused one-on-one meetings with your manager
Ongoing opportunities for development and learning
Career growth in a culture that inspires, rewards and develops employees
Competitive salaries
Incentive and bonus opportunities
Total Rewards benefits offerings