Client Experience & Service Analyst

MassMutual Ascend; Cincinnati (OH); On-site; USD 42,000 - 66,000; Full time

Job summary

MassMutual Ascend is seeking a Customer Service Analyst in Cincinnati, OH to provide superior service via calls and chat, guiding clients and agents in planning their financial futures. Training is provided, with ongoing expert support after onboarding and potential for growth within the team.

The role emphasizes accurate data handling, product knowledge, and the ability to explain complex topics like interest and benefits while collaborating across departments.

Qualifications

• 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.
• Ability to obtain Series 6 Licensure within a specified timeframe.

Responsibilities

• Develops skills to analyze incoming requests via phone, paper, and electronic communications to ensure customer satisfaction and retention.
• Actively seeks information to understand and analyze customers’ circumstances, problems, expectations and needs to resolve inquiries/issues.
• Clearly communicates complex information and solutions to customers in a helpful manner.
• De-escalates situations involving dissatisfied customers with patience and support methods.
• Maintains a professional and empathetic demeanor in all interactions.
• Updates and notates customer account details in multiple databases and CRM systems.

Skills

Customer service

Verbal communication

Attention to detail

Multi-tasking

Education

High school diploma

Tools

CRM systems

Job description

MassMutual Ascend is seeking a Customer Service Analyst in Cincinnati, OH to provide superior service via calls and chat, guiding clients and agents in planning their financial futures. Training is provided, with ongoing expert support after onboarding and potential for growth within the team.

The role emphasizes accurate data handling, product knowledge, and the ability to explain complex topics like interest and benefits while collaborating across departments.