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Customer Service Specialist (Remote - Us)

Company

MassMutual Ascend
Address , Cincinnati, 45202, Oh
Employment type FULL_TIME
Salary $33,000 - $55,000 a year
Expires 2023-06-12
Posted at 1 year ago
Job Description
Description
As a leading provider of annuities, MassMutual 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. MassMutual Ascend is proud to offer customers a level of strength and stability they can count on for years to come.
The Opportunity
As a Customer Service Specialist, you will provide superior customer service through answering our incoming calls and chat messages from both clients and agents. On this team of professionals there is an emphasis on treating clients like family and helping them with their requests as they plan for their financial future. In this role, you will be provided training to best prepare you for your daily tasks. Even after you complete training, subject matter experts are available for assistance with any follow up questions you may have. As a Customer Service Specialist, this role will also provide development and has future growth potential!
You will have a set schedule, Monday-Friday, during daytime hours and will have flexible work arrangements. This role puts a high emphasis on superior customer service delivered in an exceptional way, and we reward employees through competitive pay, benefits and quarterly bonus potential!
Job Responsibilities
In this role as a Customer Service Specialist, you will have impact through the below tasks and responsibilities:
  • Resolves moderately complex to complex incoming customer requests.
  • May be responsible for the processing of moderately complex to complex transactions on customers’ accounts. Transaction processing may be specified by authority/guidelines.
  • Provides guidance and assistance to lower level positions. May provide training to lower level employees.
  • Maintains product knowledge to confirm and discuss moderately complex information for products and/or product features, along with benefits/consequences of an action/request made by a customer/agent.
  • Performs other duties as assigned.
  • Actively seeks information to understand customer’s circumstances, problems, expectations and needs, for the purpose of resolving customer inquiries/issues.
  • Interacts with customers to provide information in response to routine and non-routine inquiries (telephone, email, mail, etc.) about products or services.
  • Researches and resolves moderately complex to complex customer complaints to ensure customer satisfaction and retention. Documents processes used to correct issues.
  • Maintains, updates and monitors customer account information.
  • Utilizes computerized system for tracking, documenting questions/responses, information gathering and/or troubleshooting.
  • Shares and/or conveys routine and non-routine information to customers, regarding their account(s), maintaining a professional demeanor in all situations.
  • Responds to correspondence, complaints and information requests via telephone, e-mail, fax, regular mail, or in person.
  • May have responsibility for performance and coaching of staff and may have a participatory role in decisions regarding talent selection, development, and performance management for direct reports.
  • Applies knowledge of policies and procedures and utilizes general understanding of the business and organization. Complies with company and regulatory guidelines.
Minimum Qualifications
  • Exceptional verbal communication skills
  • At least a high school diploma or equivalent
  • Must be able to work a shift between the hours of 8:00 am – 5:30 pm, Monday-Friday
  • Strong attention to detail and ability to multi-task efficiently
  • At least 2 years of related customer service experience
Ideal Qualifications
  • Prior call center experience is a plus, but not required
  • Strong computer skills
What to Expect
  • 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 today and also well into the future
  • Working in a fast-paced environment in our downtown Cincinnati, OH office
  • Focused one-on-one meetings with your manager
#LI-MM1
For Colorado Applicants: The salary range for this role is $33,000 - $55,000 based on experience.
Why Join Us.
At MassMutual 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 MassMutual Ascend means you’ll contribute to our mission of taking financial futures above and beyond – and you’ll be inspired to reach your own goals, too. As a wholly owned subsidiary of MassMutual, MassMutual Ascend continues to be an employer of choice in the Cincinnati, Ohio community.
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. Note: Veterans are welcome to apply, regardless of their discharge status.
At MassMutual Ascend we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component. For more information about our extensive benefits offerings please check out our
Total Rewards at a Glance.
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