Customer Service Analyst
On-site · Cincinnati, Ohio, United States
Job Summary
Customer Service Analyst handles inbound phone calls from clients and service agents to assist them in all steps of the claims process within MassMutual Ascend's Claims Department. Responsibilities include actively gathering information to understand customer circumstances, providing routine information professionally, resolving simple to moderately complex customer complaints, documenting processes, and utilizing computerized systems for tracking and troubleshooting. The role requires familiarity with policies and regulatory guidelines, adherence to company standards, and contributing to a supportive, team-oriented environment with opportunities for development in a fast-paced setting. The position is based in Cincinnati, OH, with focus on delivering a positive customer experience and supporting ongoing learning and growth within a collaborative culture.
Required Qualifications
- High School Diploma
- Experience using Microsoft Office (Outlook, Word, Excel, PowerPoint)
- Ability to multi-task in a fast-paced environment
- Strong time management skills
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