Job Overview
Location
United States Virtual
Job Type
Full-time
Category
Customer Success
Date Posted
May 15, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary point of contact for all executive-level customer escalations, including inquiries from social media platforms, regulatory agencies, legal entities, departments of insurance, and the Better Business Bureau
- • Investigate, troubleshoot, and resolve written customer concerns across multiple communication channels while managing concurrent cases under tight timelines
- • Analyze escalated issues to determine the highest-risk scenarios and develop amicable resolutions that balance customer satisfaction with corporate risk mitigation
- • Draft formal written correspondence in response to escalations, ensuring accuracy and alignment with organizational policy, and submit materials for leadership review prior to response
- • Log, track, and maintain detailed records of all escalation cases in multiple internal tracking systems to support operational reporting and compliance requirements
- • Identify opportunities for process improvements that enhance customer experience and reduce operational costs, proposing actionable recommendations based on data analysis
- • Simplify complex customer concerns by isolating core issues, conducting thorough analysis, and delivering clear, actionable insights to internal teams and leadership
- • Communicate proactively and empathetically with internal and external stakeholders, providing ongoing updates on case status and resolution progress
- • Maintain compliance with ACA (Accredited Claims Adjuster’s) license requirements by obtaining and sustaining this credential within 90 days of hire
- • Apply strong organizational and time management skills to prioritize and manage multiple competing tasks without compromising quality or deadlines
- • Utilize MS Word, Excel, and other Microsoft Office applications to document, analyze, and report on escalation data and outcomes
- • Demonstrate consistent performance aligned with company standards in all areas including customer service, analytical rigor, and regulatory compliance
- • Engage in coaching and evaluation sessions to apply learned knowledge of company campaigns and escalation protocols to improve individual and team performance
🎯 Requirements
- • Associate’s Degree in Business, Marketing, or equivalent experience
- • 2+ years of experience in business analysis, research, business writing, or customer escalation management within operations
- • ACA (Accredited Claims Adjuster’s) license must be acquired and maintained within 90 days of hire
- • Proficient in MS Word, Excel, and other Microsoft Office applications
- • Strong analytical and problem-solving skills with ability to make sound judgments on customer resolutions
- • Proven ability to manage multiple tasks simultaneously while maintaining attention to detail and deadlines
🏖️ Benefits
- • Competitive pay range of $20.96 - $34.59 per hour
- • Access to comprehensive U.S. employee benefits through myassurantbenefits.com
- • Opportunity for career growth within a Fortune 500 company with global presence
- • Work-from-home flexibility as a virtual role based in the United States
- • Supportive corporate culture recognized as a Best/Great Place to Work in 14 countries
- • Exposure to innovative solutions in financial services, mobile device protection, and specialty insurance products
Skills & Technologies
About Assurant, Inc.
Assurant, Inc. is a global provider of risk management products and services, headquartered in New York. The company offers extended service contracts, vehicle protection, pre-funded funeral insurance, renters insurance, lender-placed homeowners insurance, and other specialty property and casualty coverage. It partners with lenders, manufacturers, mobile carriers, funeral homes, and property managers to distribute its products primarily in North America, Latin America, and Europe. Founded in 1892 and publicly traded on the NYSE, Assurant focuses on supporting consumer purchases of homes, vehicles, mobile devices, and appliances through underwriting, claims administration, and customer support services.
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