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Escalation Specialist

As part of the Assurant customer service team, you’ll do more than just answer calls or respond to questions. On behalf of our clients, you’ll work directly with consumers to help them protect what matters most. You’ll be their primary point of contact and their source of information. You’ll listen, solve problems, and patiently find a resolution.

  • Full time
  • Entry Level
  • Evenings & Weekends

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Success Profile

What makes a successful Customer Service Representative? Look below to see if you found the right fit.

  • Adaptable
  • Communicator
  • Goal-oriented
  • Good Listener
  • Problem-solver
  • Results-driven

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Benefits

Retirement planning, employer matching
Medical, dental, vision, health care FSA, dependent day care FSA, health and wellbeing programs
Paid time off
Tuition reimbursement, professional development, flex time

Escalation Specialist

Apply Requisition Number R-89387

The Escalation Specialists are the primary contact for executive level escalations. Responsible for handling highly escalated consumer complaints, formal written complaints and legal requests, including requests from regulatory agencies, attorneys, consumer advocacy groups, departments of insurance, the Better Business Bureau, and others. Perform root cause analysis of complaints to identify opportunities for improvement. Resolve complaints, including proposing settlement agreements as necessary.Works under minimal supervision.

Key responsibilities:

Formal complaints and legal requests

  • Performs research of formal complaints and legal requests to determine Assurant’s responsibility and identify the best method of resolution through interpretation and upholding of policy language

  • Responsible for creating written communication/response in a clear and concise manner appropriate to the audience

  • Must draft written correspondence and respond to complaints by their assigned due date and communicate status regularly to originating entity and AMS management

Consumer written escalations

  • Responsible for researching complaint drafting written response and follow through to resolution

  • Provide White Glove service by proactively walking processes through steps instead of waiting for standard processing times

  • Provide responses to complaints and inquiries from consumers, clients, Account Executives and others  

Offline work and additional projects

  • Perform full 360 reviews of complaints which entails performing back end research of claims, reviewing phone calls, process steps and/or training materials to determine the root cause of issue

  • Deliver coaching and/or make suggestions to implement process improvements when opportunities arise

  • Responsible for accurately logging complaints in CAPA and CMA with complaint details

  • Assist with creation and update to job aids and/or training materials for internal use and call center community as needed

  • Perform day to day operational claims functions

  • Perform research of claims from customer survey results to identify root cause of dissatisfaction

Basic Qualifications:

  • High School diploma or equivalent GED

  • Minimum 2 years of customer service experience

  • Knowledge and experience with Microsoft Office

  • Must obtain claims adjuster’s license within 3 months of employment

Other qualifications:

  • Strong understanding of client contracts, operations, company products & services

  • Strong communication skills, both verbal and written

  • 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

  • Adjusts approach to effectively work with others with a different perspective or work style

  • Organizes details and information, keeps documents for reference and shares with team

Preferred Qualifications:

  • Bilingual (Spanish/English)

Work Hours:

  • Monday-Friday, 9am-6pm PST

This is a remote position.

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Meet Our People

Resha S. - Customer Service Representative

I can be myself here. It's just a comfortable work environment. Management is so understanding - they recognize that we're all human. And they listen to our feedback. In turn, I understand my customers and where they're coming from.

We're not scripted - but you do have to have a heart and you have to actively listen. I take escalated calls and I know my customers can hear the concern in my voice right away. That means I'm helping. My supervisors taught me how to grow my skills and how to protect my customers. I continue to receive training, and it's in my plan to become a supervisor.