Sr Customer Care Specialist

The Sr. Customer Care Specialist performs the duties of the Customer Care Specialist role, handling the more complex and escalated client and customer calls and situations.  They typically work with multiple clients and functional areas due to their expanded knowledge and skill set.  The Sr. Customer Care Specialist also acts as a mentor to the Customer Care Specialists.

Primary Job Accountabilities/Responsibilities

Provide direct contact with clients and customers to service and retain the account.

• Relay accurate and detailed information through inbound and outbound calls from customers that pertain to Hazard Insurance, Mortgage Banking and Property Loss.
• Balance multiple tasks including call handling, loan level review and call documentation within required metrics.
• May provide information and promote the use of additional products and services as needed.
• Handle escalated supervisory-type calls.

Gather and track information and troubleshoot client/customer inquiries and problems.

• Conduct root cause analysis, research and resolve the most complex loan level inquires as it relates to inbound and outbound call activity and/or assigned projects.
• Follow policies and procedures for resolving problems and responding to customers in a timely manner, using appropriate latitude and judgment as warranted.

Build and maintain effective internal working relationships and support teamwork in meeting company goals. 

• Understand how the Sr. Customer Care Specialist role fits into the larger organizational context and ensure the smooth handoff of work (incoming and outgoing).
• Communicate status updates and appropriately escalate issues and opportunities to meet the needs of clients and customers.
• Participate in special projects, assume new responsibilities, and adjust priorities as requested.

Assist with facilitation and training of new hires and associate cross-training initiatives.

• Act as a mentor to Customer Care Specialist.
• Act as a subject matter expert on customer care procedures.

Note:  Overtime and/or Saturday hours may be required.

Basic Qualifications

• High school diploma or GED
• Intermediate computer skills including ability to create and edit spreadsheets and emails
• Good verbal/written communication skills
• Minimum of three years customer service experience in insurance, banking, finance, mortgage lending or another related industry

Preferred Qualifications/Experience

• Ability to prioritize and plan in order to meet metric requirements
• Demonstrated leadership skills
• Strong attention to detail
• Strong customer service and listening skills
• Ability to adapt well to change
• Demonstrated ability to work well in team environment and as an individual contributor
• Demonstrated ability to work well in a fast paced/high stress environment
• Demonstrated experience in taking initiative to improve work operations and/or enhance client satisfaction

Pay Range:

$18.23 - $29.17

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

Expected application deadline is

06/17/2024

If date is blank then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture