Executive Resolution Specialist - Financial Services

Assurant, Inc.; United States; À distance; USD 60 000 - 90 000; Plein temps

Résumé du poste

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

Responsabilités

• 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

Connaissances

Analytical thinking

Multitasking

Customer service

Time management

Formation

Associate’s Degree in Business or Marketing

Outils

MS Word

MS Excel

Description du poste

As a Executive Resolution Specialist, you'll be the primary contact for all customer escalations including inquiries from social media, regulatory agencies, legal, departments of insurance, the Better Business Bureau, and more. We are looking for an analytical candidate who knows how to juggle multiple priorities and investigate claims while also managing the competing priorities of good customer service and research. This specialist will also 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
• 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
• ACA (Accredited Claims Adjuster’s license) License must be acquired and maintained to be part of this team

What are the requirements needed for this position?

• Associate’s Degree in Business, Marketing, or equivalent experience or;
• 2 + years in experience in business analysis, research, or related fields or;
• 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.
• 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

What other skills/experience would be helpful to have?

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