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Customer Service Mast

Executive Response Specialist

Primary contact for executive escalations and inquiries. Analysts are responsible for resolving highly escalated formal complaints and legal requests, including requests from Regulatory Agencies, Attorneys, Consumer Advocacy Groups, Departments of Insurance, the Better Business Bureau, Clients and others. Additionally, the Analyst will track escalation data for operations and reporting purposes and propose settlement agreements as necessary. 

Escalations & Research (100%)

  • Responsible for executive escalations and incident management program by investigating, troubleshooting and resolving written customer concerns across multiple channels
  • Cases will be basic and routine from various stakeholders and will require direct review and/or supervision from leadership
  • 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

Basic Qualifications Required - Experience, Skills, and Knowledge:

  • Associate’s Degree in Business, Marketing, or equivalent; or
  • 1+ years in experience in business analysis, research, or related fields; or
  • 1+ years in experience in composing responses to external contacts such as attorney, Dept of Insurance, Better Business Bureau, Attorney General, Department of Consumer Affairs; or

Preferred Experience, Skills, and Knowledge:

  • Bachelor’s Degree preferred in business, mathematics, computer science, or related field
  • Bilingual (Spanish/English)
  • At least 2 years experience within Financial Services
  • Strong understanding of client contracts, operations, company products & services
  • Business letter writing ability
  • 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
  • Making timely decisions when a quick response is required
  • Collects information to better understand issues and opportunities
  • Maintains confidentiality
  • Adjust approach to effectively work with others with a different perspective or work style
  • Organize details and information; keeps documents for reference and share with team

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