Customer Escalations Specialist

Miami, Florida
Not Specified
May 18, 2024
Jul 16, 2024

The Customer Escalation Specialist is a key position within our offices. As a Customer Escalation 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 verbal and written customer concerns across multiple channels
  • Manage multiple issues/cases at one time simultaneously based on workload
  • 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 is a plus
  • This position is in office at our Miami location.

What are the requirements needed for this position?

  • Associate's Degree in Business, Marketing, or equivalent experience
  • 1 + years in experience in business analysis, research, or related fields
  • 1 + years in experience in business writing.
  • 1 + years in experience Consumer Relations and/or Team Lead experience in Operations with customer escalation experience

What other skills/experience would be helpful to have?

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

Pay Range

$20.03 - $33.05

Any posted pay range considers a wide range of compensation factors, including candidate background, experience, and work location, while also allowing for salary growth within the position.

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What's the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America's Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world's leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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