Senior Escalations Strategist - Financial Services

American Bankers Insurance Company of Florida; United States; À distance; USD 29 000 - 48 000; Plein temps

Résumé du poste

Assurant is seeking an Executive Resolution Specialist to be the primary contact for customer escalations across channels, including social media and regulatory inquiries. The role demands analytical thinking, multi-tasking, and the ability to investigate claims while delivering strong service and research support.

You will log and track issues in multiple systems, draft correspondence, and coordinate with leadership to settle escalations within deadlines, contributing to overall customer

Qualifications

• 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.
• Proficient in MS Word, Excel and other MS Office Applications.
• 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.

Responsabilités

• 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

Connaissances

Analytical skills

Customer service

Escalation management

Multi-tasking

Communication

Formation

Associate's Degree in Business, Marketing, or equivalent

2+ years in business analysis or related fields

2+ years in Consumer Relations/Team Lead experience

Outils

MS Word

Excel

CRM systems

Description du poste

Assurant is seeking an Executive Resolution Specialist to be the primary contact for customer escalations across channels, including social media and regulatory inquiries. The role demands analytical thinking, multi-tasking, and the ability to investigate claims while delivering strong service and research support.

You will log and track issues in multiple systems, draft correspondence, and coordinate with leadership to settle escalations within deadlines, contributing to overall customer