Executive Escalations & Incident Resolution Lead

Assurant; United States; On-site; USD 29,000 - 48,000; Full time

Job summary

Assurant is seeking a detail-oriented professional to manage executive escalations and an incident management program. You will investigate, troubleshoot, and respond to written customer concerns across channels, while logging issues in multiple tracking systems and coordinating with stakeholders.

The role requires 2+ years in business analysis or related fields, strong written communications, MS Word/Excel skills, and a willingness to work a CST schedule with occasional Saturday shifts.

Qualifications

• 2+ years in experience in business analysis, research, or related fields.
• 2+ years in experience in business writing or
• 2+ years in experience Consumer Relations and/or Team Lead experience in Operations with customer escalation experience.

Responsibilities

• Respond to written escalations across multiple channels.
• Investigate, troubleshoot, and resolve customer concerns.
• Log and track issues in multiple tracking systems for reporting.
• Communicate with internal and external stakeholders with clear status and/or solution.
• Identify opportunities for process improvement to enhance customer experience and reduce costs.

Skills

Communication skills

Analytical thinking

Time management

Multitasking

Customer service

Education

Associate’s Degree in Business/Marketing or equivalent experience

Tools

MS Word

MS Excel

MS Office

Job description

Assurant is seeking a detail-oriented professional to manage executive escalations and an incident management program. You will investigate, troubleshoot, and respond to written customer concerns across channels, while logging issues in multiple tracking systems and coordinating with stakeholders.

The role requires 2+ years in business analysis or related fields, strong written communications, MS Word/Excel skills, and a willingness to work a CST schedule with occasional Saturday shifts.