Escalations & Investigations Lead – Financial Services

Assurant, Inc.; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Assurant, Inc. is seeking an Executive Resolution Specialist to serve as the primary contact for customer escalations across channels, including social media, regulatory inquiries, and litigation support. The role requires analytical judgment to balance resolution with customer service.

You will log issues, manage multiple cases, interact with stakeholders, draft responses, and contribute to process improvements. ACA license must be obtained within 90 days.

Qualifications

• 2+ years in business analysis, research, or related fields
• 2+ years in business writing
• 2+ years in Consumer Relations and/or Team Lead experience in Operations with customer escalation experience
• ACA (Accredited Claims Adjuster’s license) required within first 90 days of hire

Responsibilities

• Investigate, troubleshoot and resolve written customer concerns across multiple channels
• Manage multiple issues/cases simultaneously based on workload
• Interact with customers related to escalated concerns in public and/or social media platforms
• Analyze and take action on outcomes based on potential risk for amicable resolution
• Identify opportunities for process improvement for better customer experience and cost savings
• Log and track each issue in multiple tracking systems for reporting
• Communicate with internal and external stakeholders with ongoing status and/or solution
• Draft written correspondence and review with leadership before responding to escalations by due date
• Ensure ACA license is obtained and maintained to be part of this team
• Support other duties as needed in escalation program

Skills

Analytical thinking

Multitasking

Customer service

Time management

Education

Associate’s Degree in Business or Marketing

Tools

MS Word

MS Excel

Job description

Assurant, Inc. is seeking an Executive Resolution Specialist to serve as the primary contact for customer escalations across channels, including social media, regulatory inquiries, and litigation support. The role requires analytical judgment to balance resolution with customer service.

You will log issues, manage multiple cases, interact with stakeholders, draft responses, and contribute to process improvements. ACA license must be obtained within 90 days.