Executive Resolution Specialist

Executive Resolution Specialist at Assurant

The Executive Resolution Specialist is a key position within Assurant, serving as the primary contact for all customer escalations. This includes inquiries from social media, regulatory agencies, legal, departments of insurance, and the Better Business Bureau. We are seeking an analytical candidate who can effectively manage multiple priorities, investigate claims, and balance excellent customer service with thorough research. This role also involves tracking escalation data for reporting and proposing settlement agreements when necessary.

You will play a crucial role in incident management, investigating and resolving written customer concerns across various channels. Managing multiple cases simultaneously, you will interact directly with customers on public and social media platforms regarding escalated issues. Your ability to analyze situations for the best possible outcome, considering potential risk for an amicable resolution, will be vital. There will also be opportunities to identify and propose process improvements that benefit the overall customer experience and Assurant Operations through cost savings.

A core part of your responsibilities includes simplifying complex problems to identify key questions, developing appropriate analysis, and delivering easily understood, actionable insights. You will be required to meticulously log and track each issue in multiple systems for reporting purposes, and communicate effectively, tactically, and empathetically with both internal and external stakeholders, providing ongoing status updates and solutions. Drafting written correspondence and reviewing with leadership before responding to escalations by assigned due dates is also a key duty. An ACA (Accredited Claims Adjuster's) License must be acquired and maintained to be part of this team.

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.
• 2+ years of experience in business analysis, research, or related fields OR;
• 2+ years of experience in business writing OR;
• 2+ years of experience in 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.

Working Conditions and Physical Requirements

This is a fully remote position. General office demands. Multiple shifts available, including a weekend shift.

Key skills/competency

• Customer Resolution
• Incident Management
• Regulatory Compliance
• Data Analysis
• Problem-Solving
• Written Communication
• Negotiation
• Customer Escalation
• Process Improvement
• Financial Services