Customer Escalations Specialist

As a Customer Escalation Specialist, you will serve as the main point of contact for all customer escalations. This includes handling inquiries from card members and regulatory agencies such as legal agencies, Department of Insurance, the Better Business Bureau, and more.  We are looking for an analytical candidate who can effectively manage multiple priorities, investigate complaints, and maintain a balance between exceptional customer service and thorough research. Also, you will be responsible for tracking complaint data for operational and reporting purposes and proposing as needed.

Audit experience is highly desirable to ensure compliance and accuracy in all processes. Experience in call center environments as well as claims is also recommended as this role supports both customer service teams and customer claims.

What will be my duties and responsibilities in this job?

• Audit & Compliance: Conduct audits to ensure compliance with internal and external regulations and maintain accuracy in all processes.
• Escalations & Incident Management: Investigate, troubleshoot, and resolve verbal and written customer concerns across multiple channels.
• Multi-Task: Handle multiple issues/cases simultaneously based on workload.
• Risk Analysis & Resolution: Analyze situations and take action to achieve the best possible outcome, considering potential risks for an amicable resolution.
• Analytical Reporting: Simplify complex problems to identify key questions, develop appropriate analyses, and deliver easily understood, actionable insights.
• Issue Tracking: Log and track each issue in multiple tracking systems.
• Process Improvement: Articulate member experience and business opportunity improvements and takes appropriate action to influence prioritization and implementation of process improvements
• Effective Communication: Communicate with internal and external stakeholders in a tactical, empathetic manner, providing ongoing status updates and solutions.
• Draft Correspondence: Draft suggested response ensuring all concerns have been addressed while adhering to internal processes.

What are the requirements need for this position?

• 1+ years of audit experience.
• Experience in call center environments as well as claims is recommended.
• 1 + years in Business analysis, research, or related fields.
• 1 + years in experience in business writing.
• 1 + years Consumer Relations and/or Team Lead experience in Operations with customer escalation experience.

Location: Must be able to work on-site at our Miami campus.

What other skills/experience would be helpful to have? 

• Sound Decision-Making: Making well-considered decisions based on facts and circumstances.
• Customer Service: Excellent customer service skills, including managing customer experiences and written correspondence.
• Communication: Strong verbal and written communication skills.
• Problem-Solving: Creative problem-solving abilities to address complex issues.
• Analytical Skills: Ability to analyze data and make recommendations based on observations and trends.
• Understanding of company products & services, operations, and client contracts including service level agreements.
• Quality Assurance experience a plus.
• Licensing: An ACA (Accredited Claims Adjuster’s license) is a plus.
• Education: Associate’s degree in business, Marketing, or equivalent experience a plus.

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Pay Range:

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.

Expected application deadline is

If date is blank 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 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. 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.

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.