Executive Resolution Specialist - Financial Services

Assurant

2d•Remote

About The Position

As an Executive Response Specialist, you will be the primary contact for all customer escalations, including inquiries from social media, regulatory agencies, legal departments, departments of insurance, the Better Business Bureau, and more. This role requires an analytical candidate adept at juggling multiple priorities, investigating claims, and balancing customer service with research. The specialist will also track escalation data for operations and reporting, and propose settlement agreements as necessary.

Requirements

Associate’s Degree in Business, Marketing, or equivalent experience
2 + years in experience in business analysis, research, or related fields
2 + years in experience in business writing
2 + years in experience Consumer Relations and/or Team Lead experience in Operations with customer escalation experience
ACA (Accredited Claims Adjuster’s license) License is required within the first 90 days of hire
Ability to apply learned knowledge of campaign through evaluation or coaching sessions
Proficient in MS Word, Excel and other MS Office Applications
Consistent performance in all areas that reflect the standard required by the company
Ability to handle multiple tasks simultaneously with priorities
Strong analytical & problem-solving skills
Strong customer service skills
Must have proven ability to make sound judgments in resolving customer issues and provide corporate level customer service
Strong organization skills and time management skills

Nice To Haves

Bilingual (Spanish/English)
Understanding of client contracts, operations, company products & services

Responsibilities

Responsible for executive escalations and incident management program by investigating, troubleshooting and resolving written customer concerns across multiple channels
Manage multiple issues/cases at one time simultaneously based on workload
Interact with customers related to written escalated concerns in public and/or social media platforms
Analyze and take action on the best possible outcome based on potential risk for an amicable resolution
May identify opportunities for process improvement for the betterment of the overall customer experience and/or Assurant Operations from a cost-saving perspective
Identify what is most important, simplify the problem to identify the key question being asked, develop appropriate analysis, and deliver easily understood actionable analysis
Required to log and track each issue in multiple tracking systems for the purpose of generating reports
Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner with ongoing status and/or solution
Responsible for drafting written correspondence and reviewing with leadership before responding to escalations by assigned due date
ACA (Accredited Claims Adjuster’s license) License must be acquired and maintained to be part of this team