Executive Response Specialist

Company: Assurant
Location: Miami Beach
Posted on: September 16, 2021

Job Description:

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

This is a remote position

The Client Response Associates 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
• Serve as subject matter experts in various client related and process improvement projects

Basic Qualifications:

• High School diploma or equivalent GED
• Minimum 2 years of customer service experience

Other Requirements:

• Knowledge and experience with Microsoft Office
• Must obtain claims adjuster’s license within 3 months of employment

Keywords: Assurant, Miami Beach , Executive Response Specialist, Other , Miami Beach, Florida