Executive Resolution Specialist

Full job description

The Executive Response Specialist is a key position within our offices. 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 channels

• 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

What 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 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

What other skills/experience would be helpful to have?

• Bilingual (Spanish/English)

• Understanding of client contracts, operations, company products & services

What are the working conditions and physical requirements of this job?

• General office demands

• This is a fully remote position