Executive Resolution Specialist

As a Executive Response 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 channelsManage multiple issues/cases at one time simultaneously based on workload Interact with customers related to written escalated concerns in public and/or social media platformsAnalyze and take action on the best possible outcome based on potential risk for an amicable resolutionMay identify opportunities for a process improvement for the betterment of the overall customer experience and/or Assurant Operations from a cost saving perspectiveIdentify what is most important, simplify the problem to identify the key question being asked, develop appropriate analysis, and deliver easily understood actionable analysisRequired to log and track each issue in multiple tracking systems for the purpose of generating reportsCommunicate with internal and external stakeholders in an effective, tactical, and empathetic manner with ongoing status and/or solutionResponsible for drafting written correspondence and reviewing with leadership before responding to escalations by assigned due dateACA (Accredited Claims Adjuster’s license) License must be acquired and maintained to be part of this teamWhat 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 sessionsProficient in MS Word, Excel and other MS Office ApplicationsConsistent performance in all areas that reflect the standard required by the companyAbility to handle multiple tasks simultaneously with prioritiesStrong analytical & problem-solving skillsStrong customer service skillsMust have proven ability to make sound judgments in resolving customer issues and provide corporate level customer serviceStrong organization skills and time management skillsWhat other skills/experience would be helpful to have?Bilingual (Spanish/English)Understanding of client contracts, operations, company products & servicesPay Range:$20.96 - $34.59Any 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.If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.Helping People Thrive in a Connected World Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.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 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, 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. We call our culture The Assurant Way.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.AI and Biometric UsageAssurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants