[Remote] Executive Resolutions Specialist - Home Solutions

Note: The job is a remote job and is open to candidates in USA. Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. The Executive Resolutions Specialist will be the primary contact for customer escalations, managing inquiries from various channels while ensuring excellent customer service and tracking escalation data for reporting purposes.


Responsibilities

  • 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 may need to be acquired and maintained to be part of this team
  • Multiple shifts available including a weekend (Sat.) shift

Skills

  • 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 must be acquired and maintained to be part of this team. (Upon Request)
  • Ability to apply learned knowledge of campaign through evaluation or coaching sessions
  • Proficient in MS Word, Excel and other MS Office Applications
  • Must have strong written and verbal communication skills
  • 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
  • Bilingual (Spanish/English)
  • Understanding of client contracts, operations, company products & services

Company Overview

  • Assurant provides protection products and related services to safeguard companies against risks. It was founded in 1892, and is headquartered in New York, New York, USA, with a workforce of 10001+ employees. Its website is https://www.assurant.com/.

    • Company H1B Sponsorship

  • Assurant has a track record of offering H1B sponsorships, with 7 in 2025, 12 in 2024, 24 in 2023, 34 in 2022, 6 in 2021. Please note that this does not guarantee sponsorship for this specific role.

    • Back to blog