Job Overview
Location
United States Virtual
Job Type
Full-time
Category
Product Management
Date Posted
June 6, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary point of contact for all 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 with accuracy and timeliness.
- • Manage multiple high-priority cases simultaneously, balancing competing demands while maintaining high standards of customer service and operational efficiency.
- • Analyze escalated issues to determine optimal resolutions, assessing potential risks and proposing settlement agreements when appropriate.
- • Draft detailed written correspondence for customer escalations, ensuring all responses are reviewed and approved by leadership prior to submission within assigned deadlines.
- • Log, track, and maintain accurate records of all escalation cases in multiple internal tracking systems to support operational reporting and data analysis.
- • Generate actionable insights from escalation data to identify trends, improve processes, and recommend cost-saving opportunities that enhance the overall customer experience.
- • Communicate effectively with internal teams and external stakeholders, providing clear, empathetic, and tactical updates on case status and resolution paths.
- • Simplify complex customer issues by identifying core questions, conducting thorough analysis, and delivering easily understandable recommendations.
- • Maintain compliance with company standards by consistently performing at a level that meets or exceeds operational expectations.
- • Acquire and maintain an Accredited Claims Adjuster’s (ACA) license, as required for continued employment on this team.
- • Work a scheduled shift of 10:00 AM to 7:00 PM CST (11:00 AM to 8:00 PM EST), with a mandatory Saturday shift after training and one weekday off.
🎯 Requirements
- • Associate’s Degree in Business, Marketing, or equivalent experience
- • 2+ years of experience in business analysis, research, business writing, or consumer relations with customer escalation experience
- • 2+ years of team lead experience in operations with customer escalation responsibilities
- • ACA (Accredited Claims Adjuster’s) license must be acquired and maintained
- • Proficiency in MS Word, Excel, and other Microsoft Office applications
- • Strong written and verbal communication skills
🏖️ Benefits
- • Competitive pay range of $20.96 - $34.59 per hour
- • Access to comprehensive U.S.-based employee benefits through myassurantbenefits.com
- • Opportunity for career growth within a Fortune 500 company
- • Work in a culture recognized as a Best/Great Place to Work in 14 countries
- • Support for professional development through licensing (ACA) acquisition
- • Exposure to innovative solutions in a global business services environment
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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