Client Support Specialist

Assurant

5d•Remote

About The Position

The Client Support Team will provide direct contact with Assurant’s customers, high-profile client representatives, and service partners to reduce and resolve delays in service. All levels are responsible for building positive relationships with customers, service partners, and internal departments while providing paths to an efficient resolution This is a virtual role requiring candidate to work Monday – Friday, 11am – 8pm ET.

Requirements

Microsoft Office Suite Experience
3+ years of direct customer service experience, including handling escalations.
2+ years of business-to-business or vendor customer service experience.
2+ years of experience composing professional responses to external contacts.

Responsibilities

Responsible for customer escalations and/or servicer inquiries through phone calls, emails, or webforms and complete incident management by investigating, troubleshooting, and resolving concerns through interactions with customers and service providers
Support the claims process for repairs of home appliances, consumer electronics, plumbing, HVAC, & electrical systems
Make repair and/or settlement decisions using appropriate steps to qualify and quantify the resolution from a cost saving and customer experience perspective within approved limits
Utilize approved vendors to procure parts for service providers or customers to complete repairs
Complete audits and validate incoming provider claims, settlements, service denials, and reimbursements to ensure accuracy and cost effectiveness before processing and providing payments while updating multiple channels with decision information
Enforce independent servicer agreements and adhere to multi-client contract terms and conditions when making decisions
Manage multiple issues/cases at one time simultaneously based on workload
Analyze and act on the best possible outcome based on potential risk for an amicable resolution
Required to log and track issues in multiple tracking systems for the purpose of generating reports and employee accountability
Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner with ongoing status and/or solution
Responsible for drafting written correspondence to customers and service providers or in response to customer questions or escalations
May identify opportunities for a process improvement for the betterment of the overall customer experience and/or Assurant Operations from a cost saving perspective