Executive Response Specialist

Company: Assurant
Location: Key Biscayne
Posted on: September 17, 2021

Job Description:

Assurant is seeking an Executive Response Specialist for Miami, FL, Addison, TX, or the Atlanta, GA facility

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. 

Key Responsibilities:

Escalations & Research

·       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

·       ACA (Accredited Claims Adjuster’s license) License must be acquired and maintained to be part of this team 

Keywords: Assurant, Key Biscayne , Executive Response Specialist, Other , Key Biscayne, Florida