The Specialist provides direct support to our frontline associates and customers. Focused on the customer experience, the specialist manages and resolves customer concerns. The Specialist works closely with support departments and leadership to identify process, product and people related trends allowing the customer support team to track, monitor and recommend actions to replicate successes and address opportunities at an individual, team, and department level.
The Specialist is a Subject Matter Expert and can work independently to resolve complex call and/or claim situations. The Specialist is required to investigate high level escalations and recommend next steps to diffuse escalated situations.
Primary Job Accountabilities/Responsibilities
- Resolves customer concerns, diffuses escalated situations, and resolves complicated cases through multiple channels in a high-volume environment while providing an excellent customer experience.
- Handles, summarizes, and investigates situations as required to support high level escalations and client inquiries
- Demonstrates patience and supports team by answering questions and shows team how to find answers on their own using resources available
- Communicates frequently and effectively to help guide the team through change
- Motivates team members to meet and exceed performance expectations.
- Demonstrates role model behavior, strong communication skills, independence, and efficiency. Supports a culture of respect, collaboration, and professionalism.
- Given higher authorization amounts to make more complicated decisions and may review claims for secondary review and approval
- Participates in and supports employee engagement events, incentives, recognition and activities at the individual, team, department, and site level
- Must have excellent verbal and written communication skills.
- May be occasionally required to provide coaching and feedback that is tailored to a variety of personalities and learning styles
- Supports and provides feedback to supervisors, managers, Business Process Optimization, and other key stakeholders to recommend process improvements
- Ensures accurate and complete tracking of internal and external complaint reporting
- Handles inbound calls and/or adjudicates claims to support our customers and to keep skills fresh
- Assists with potential fraud investigations and collects required supporting documentation
- Collaborates and communicates frequently with support departments including but not limited to legal, compliance, learning and performance optimization, quality, leadership.
- Supports the verification of enrollment process including administrative tracking, research, completing refund calculations accurately and communicating the outcome of the decision verbally and through written correspondence with customers and occasionally clients.
- Compiles internal and external reporting related to escalations, fraud, and verification of enrollment.
- May support special projects such as but not limited to system testing, process walkthroughs, customer support process mapping or collaborating with LPO to create material.
Financial Responsibility
Will support and consider financial impacts to all initiatives, incentives, timekeeping, and projects to ensure they align with the department budget and internal/external key stakeholder expectations.
Qualifications/Requirements Basic Qualifications Required – Experience, Skills, and Knowledge
- Language Requirement: Fluent in French and English (verbal/written)
- Education: High School Diploma, College or University Diploma an asset
- Skills: Proficient keyboarding skills, familiarity with basic computer applications (MS Excel, MS word, Internet Explorer) and ability to multi-task multiple screens, web pages and programs
- Experience: 1 year of related experience, 1 year of customer service experience, 1 year leadership experience
MENTAL DEMANDS
- Frequent interruptions, working under deadlines and high-pressure situations, required to handle customer escalations while remaining professional and resolution focused.
Environment/Physical Demands
This position requires incumbents to regularly sit at a desk and operate standard office equipment such as a computer and phone. Employee is occasionally required to stand and walk, lift, carry and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Must be able to talk and hear. Required to use hands to finger, handle, or feel objects, tools, or controls. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Travel or Shift Work
- 0% Travel Required
- Schedules vary by department
Preferred Experience, Skills, and Knowledge
- 2 years of Customer Service experience an asset
- First Aid Certification an asset
Pay Range: $43,100.00 – $71,300.00
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.
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.