Executive Resolution Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the executive escalations and incident management program.

• Investigate, troubleshoot, and address written customer inquiries across various channels.

• Handle multiple issues and cases concurrently, depending on workload.

• Engage with customers about written escalated concerns on public and/or social media platforms.

• Assess potential risks and take measures toward achieving the best amicable resolution.

• Spot opportunities for process improvements and cost savings to enhance customer experience and Assurant Operations.

• Break down complex problems, identify essential questions, conduct relevant analyses, and provide actionable insights.

• Record and track each issue across multiple tracking systems for reporting purposes.

• Effectively communicate status updates and solutions with both internal and external stakeholders.

• Prepare written correspondence and review it with leadership prior to responding to escalations by the assigned deadlines.

• Monitor escalation data for operational and reporting needs.

• Suggest settlement agreements when necessary.

⛳️ Requirements

• Associate’s Degree in Business, Marketing, or equivalent experience.

• Over 2 years of experience in business analysis, research, or related fields, or in business writing, or Consumer Relations and/or Team Lead experience in Operations with customer escalation experience.

• ACA (Accredited Claims Adjuster’s license) must be obtained and maintained to be part of this team.

• Ability to apply knowledge gained from campaigns through evaluation or coaching sessions.

• Proficient in MS Word, Excel, and other MS Office applications.

• Excellent written and verbal communication skills.

• Consistent performance in all areas reflecting the standards set by the company.

• Capability to manage multiple tasks simultaneously with varying priorities.

• Strong analytical and problem-solving abilities.

• Exceptional customer service skills.

• Demonstrated ability to make sound judgments in resolving customer issues and delivering corporate-level customer service.

• Strong organizational and time management skills.

• Bilingual (Spanish/English) is a plus.

• Familiarity with client contracts, operations, and company products and services is beneficial.

• Must be available to work from 10:00 AM–7:00 PM CST (11:00 AM–8:00 PM EST).

• Mandatory Saturday shift after training, with one weekday off.

• Employment is contingent upon the completion of required identity verification, which may involve biometric technology.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional growth and development.

• Supportive work environment fostering teamwork and collaboration.