Escalations Engineer
Keeper SecuritySalary not specified
Full Time
Senior (5 to 8 years), Expert & Leadership (9+ years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Insurance, Customer ServiceIndustries
Requirements
- High School Diploma or GED equivalent
- Must be able to communicate effectively in English and Spanish, both verbally and in writing
- 5+ years of related experience in Sr Customer Service Representative position or higher, or similar position outside the company
- Extensive knowledge of company products and services
- Advanced de-escalation skills
- Experience navigating multiple applications and documenting outcomes
- Strong communication, listening, and problem-solving skills
- Ability to multitask using technology in a fast-paced environment
- Reliable high-speed internet (25 Mbps down / 6 Mbps up)
- Quiet, distraction-free home office setup
- Excellent Customer Service Skills - Customer Obsessed
- A passion for helping others with a sense of urgency
- Advanced ability to de-escalate and remain empathetic
- Advocate for our customers while balancing the T’s and C’s of the plan
- Follows high level processes and possesses the ability to articulate the processes to others
- Ability to collect data, define the problem, establish facts, and draw conclusions
- Expert understanding of company products and services
- Expert understanding of client contract and operations
- Make high impact decisions with little to no direction
- Effectively manage a case load with timely and consistent updates
- Coordinate a solution with others
Responsibilities
- Answers incoming escalations by phone, and expertly handle complex customer escalations to resolution. Research contract information, previous case notes, contact service providers and/or internal Assurant departments for assistance if necessary and provide the details to resolution. Follow up is often necessary and required
- Supports incoming requests from phone/chat queues, originating from other agents needing assistance. Provides agents with requested information, documenting the call and the outcomes. Research contract information, case history, service notes, and Compass process documentation to fully assist the agent. Educate the agent making contact to ensure the process is understood
- Follow up via outbound calls are completed when steps for resolution are too lengthy to be completed during the original call. Follow up is provided as often as necessary for issue resolution
- Monitors team shared inboxes and manage responses in a timely manner. Offline work may be required to provide resolutions to a customer. This may include contacts originating from customers, servicers or dealers via fax, or email. Other offline work may include work placed by other employees in various email boxes or internal database queues
- Supports all agents in department on questions related to contracts, case history, documented notes, service notes and customers
- Supports other departments with contact requests related to contracts, knowledgebase articles, customers, and research
- Provide coaching to employees on process and quality
- Attends meetings with other departments and provides feedback as requested
- Provide feedback to the Claims Supervisor on trends or issues within the department
- Process credit card payments when necessary
- May assist in taking front Line customer calls in a rare situation in which achieving service level is in jeopardy
- May assist with training
- Other miscellaneous tasks as requested by leadership
- Suggests changes in procedures and assists in developing revised standards and methods and engages in advanced quality assurance activities
Skills
Customer Service
Escalation Handling
Issue Resolution
Call Handling
Outbound Calling
Team Support
Contract Research
Case Management
Quality Assurance
Process Documentation
Assurant
Provides risk management and insurance solutions
About Assurant
Assurant provides risk management solutions that focus on protecting major consumer purchases, particularly in mobile devices, electronics, and smart technology. The company offers insurance products and extended service contracts that help consumers safeguard their investments in high-value items. When a product is damaged or malfunctions, Assurant also provides repair services to restore it efficiently. This approach helps clients minimize financial losses from unexpected events. Assurant generates revenue through the sale of insurance policies, service contracts, and repair services. Unlike many competitors, Assurant emphasizes diversity, equity, and inclusion within its corporate culture, which enhances its ability to serve a diverse customer base. The company's goal is to support consumers and businesses in maintaining their day-to-day operations while protecting their investments.
New York City, New YorkHeadquarters
1892Year Founded
IPOCompany Stage
Financial Services, Consumer GoodsIndustries
10,001+Employees
Benefits
Health Insurance
Hybrid Work Options
Professional Development Budget
Risks
Integration challenges from acquiring iSmash may affect operational efficiency.
Regulatory scrutiny from acquiring American Lease Insurance could pose compliance challenges.
Cultural clashes from acquiring American Financial & Automotive Services may impact operations.
Differentiation
Assurant specializes in risk management for mobile devices and electronics globally.
The company offers insurance, service contracts, and repair services for high-value items.
Assurant's DEI commitment fosters innovation and enhances customer understanding.
Upsides
Increased demand for mobile device insurance due to remote work trends.
5G expansion drives demand for new devices and related insurance products.
Acquisition of iSmash enhances Assurant's tech repair service capabilities.
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