Customer Service Analyst

MassMutual Ascend is hiring a Customer Service Analyst to support clients and agents by responding to incoming calls and chat messages. The role analyzes and resolves customer inquiries, processes transactions, maintains account records, and explains annuity products and related requirements. ResponsibilitiesDevelops skills to properly analyze incoming requests via phone, paper, and electronic communications to ensure customer satisfaction and retentionActively seeks information to understand and analyze customer’s circumstances, problems, expectations and needs to resolve difficult inquiries/issuesClearly communicates complex information and solutions to customers in a helpful mannerDe-escalate situations involving dissatisfied customers utilizing patience, assistance, and support methodsMaintains a professional & empathetic demeanor and in all interactionsAccurately updates, monitors & notates customer account details of client/agent interactions in multiple databases and CRM systems