In Home Client Support Specialist

December 26, 2024

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Assurant

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specialty insurance • extended service products and related services • renters insurance • lender-placed homeowners insurance • flood insurance

10,000+ employees

Founded 1892

💸 Finance

👥 B2C

💰 Post-IPO Debt on 2023-02

Description

• This position is in a fast-paced call center environment. • Take inbound calls as a primary point of contact for Major Appliance/Outdoor Power Equipment Repair Service provider day-to-day administrative questions. • Assist customers with approving/rejecting repair estimates. • Responsible for customer escalations and/or servicer inquiries through phone calls, emails, or webforms and complete incident management by investigating, troubleshooting, and resolving concerns through interactions with customers and service providers. • Support the claims process for repairs of home appliances, consumer electronics, plumbing, HVAC, & electrical systems. • Make repair and/or settlement decisions using appropriate steps to qualify and quantify the resolution from a cost saving and customer experience perspective within approved limits. • Utilize approved vendors to procure parts for service providers or customers to complete repairs. • Complete audits and validate incoming provider claims, settlements, service denials, and reimbursements to ensure accuracy and cost effectiveness before processing and providing payments while updating multiple channels with decision information. • Enforce independent servicer agreements and adhere to multi-client contract terms and conditions when making decisions. • Manage multiple issues/cases simultaneously based on workload. • Analyze and act on the best possible outcome based on potential risk for an amicable resolution. • Required to log and track issues in multiple tracking systems for the purpose of generating reports and employee accountability. • Communicate with internal and external stakeholders effectively, tactically, and empathetically with ongoing status and/or solution. • Responsible for drafting written correspondence to customers and service providers or in response to customer questions or escalations. • May identify opportunities for a process improvement for the overall customer experience and/or Assurant Operations from a cost-saving perspective.

Requirements

• 3 + years in Direct Customer Service to include escalation experience • 2+ years in Business to Business or Vendor Customer Service • 2 + years in experience in composing responses to external contacts