Job Details

Primary contact for executive escalations and inquiries. Analysts are responsible for resolving highly escalated formal complaints and legal requests, including requests from Regulatory Agencies, Attorneys, Consumer Advocacy Groups, Departments of Insurance, the Better Business Bureau, Clients and others. Additionally, the Analyst will track escalation data for operations and reporting purposes and propose settlement agreements as necessary.

What will be my duties and responsibilities in this job?

• Responsible for executive escalations and incident management program by investigating, troubleshooting and resolving written customer concerns across multiple channels
• Cases will be basic and routine from various stakeholders and will require direct review and/or supervision from leadership
• 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 a 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

What are the requirements needed for this position?

• 1 or more years of experience in Global Automotive customer care, claims, or operations.
• Experience using Glow/Salesforce
• Demonstrated ability to navigate through Salesforce

What other skills/experience would be helpful to have?

• ACA (Accredited Claims Adjuster's license) License
• Bilingual (Spanish/English)
• Associate's Degree in Business, Marketing, or equivalent
• Strong understanding of client contracts, operations, company products & services
• Business letter writing ability
• Ability to apply learned knowledge of campaign through evaluation or coaching sessions
• Proficient in MS Word, Excel and other MS Office Applications

ENT2919 - Resolution Specialist

Job Grade
07

Pay Range:
$20.96 - $34.59

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
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For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What's the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 15 countries and awarded the Fortune America's Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world's leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

For information regarding the collection, use, and protection of your personal information, please review our Privacy Notice available at Assurant Careers Privacy Notice.