Executive Resolution Specialist - Financial Services

Assurant

7d•$21 - $35

About The Position

The Executive Resolution Specialist is the primary contact for customer escalations, including inquiries from social media, regulatory agencies, legal departments, departments of insurance, and the Better Business Bureau. The role investigates and resolves written customer concerns across multiple channels, manages multiple cases, weighs customer service needs against research and potential risk, and proposes settlement agreements when appropriate. The specialist also tracks escalation data for operational reporting and may identify process improvements that enhance customer experience or reduce costs. An Accredited Claims Adjuster’s (ACA) license must be acquired within the first 90 days of hire and maintained.

Requirements

Associate’s degree in Business, Marketing, or equivalent experience; or two or more years of experience in business analysis, research, or related fields; or two or more years of experience in business writing; or two or more years of experience in Consumer Relations and/or Operations team leadership with customer escalation experience.
ACA (Accredited Claims Adjuster’s) license required within the first 90 days of hire and must be maintained.
Ability to apply learned campaign knowledge through evaluation or coaching sessions.
Proficiency in MS Word, Excel, and other Microsoft Office applications.
Consistent performance in all areas reflecting the standard required by the company.
Ability to handle multiple tasks and priorities simultaneously.
Strong analytical and problem-solving skills.
Strong customer service skills.
Proven ability to make sound judgments when resolving customer issues and provide corporate-level customer service.
Strong organization and time-management skills.

Nice To Haves

Bilingual in Spanish and English.
Understanding of client contracts, operations, and company products and services.

Responsibilities

Investigate, troubleshoot, and resolve written customer concerns across multiple channels as part of the executive escalations and incident management program.
Manage multiple issues and cases simultaneously according to workload.
Respond to written escalated concerns on public and/or social media platforms.
Analyze potential risks and determine the best course of action for an amicable resolution.
Identify process improvement opportunities that benefit customer experience and/or Assurant Operations, including cost savings.
Clarify key questions, develop appropriate analysis, and deliver understandable, actionable findings.
Log and track each issue in multiple systems to support reporting.
Communicate effectively, tactfully, and empathetically with internal and external stakeholders, providing status updates and/or solutions.
Draft written correspondence and review it with leadership before responding to escalations by the assigned due date.
Acquire and maintain an ACA (Accredited Claims Adjuster’s) license.