Job Details

Title

Loss Draft Customer Care Lead

Overview of Position
This role provides front-line, direct contact with clients and customers, primarily through receiving or placing telephone calls, though communication may also occur via mail, express delivery, fax, or electronic methods such as email. It involves using a computerized system for tracking, information gathering, and troubleshooting issues raised by clients or customers. The position requires recognizing consistent problem areas and reporting them to higher levels for action, while also seeking to retain accounts and encourage the use of additional services and products. Depending on the area, responsibilities may include promoting and selling products or services, as well as entering or confirming sales. Timely responses are essential, and standard procedures and policies must be followed, with more senior levels exercising greater latitude and judgment in addressing customer needs.

This position requires you to work a 11am to 8pm EST, Monday through Friday. You may be required to work some Saturdays based on business needs.

What will be my duties and responsibilities in this job?

• Lead, organize, motivate and coordinate the day to day work flow activities of associates that perform the duties required of a Customer Care Specialist or Sr. Customer Care Specialist to ensure deadlines/SLA's are met
• Act as a SME for department to answer procedural questions and assist in resolving complex or escalated issues
• Assist with inbound/outbound activity and/or assigned projects
• Ensure cooperation and coordination with other departments in the company
• Utilize knowledge of team, procedures, trending and call center reporting to recommend process improvements and efficiency gains.
• Ability to work in multi-client/functional environment
• Assist in developing revised standards and methods
• Handle highly escalated supervisory type calls and other temporary assignments
• Mentor team based on low production or quality results.
• Oversee training of new hires and associate cross training initiatives, in addition to the creation and facilitation of training, as needed.

What are the requirements needed for this position?

• 3 years customer service in an insurance, banking, finance, mortgage lending or related experience
• 2 years demonstrated leadership experience
• High school diploma/GED required

What other skills/experience would be helpful to have?

• Knowledge of all of the duties of the Customer Care Specialist and Sr. Customer Care Specialist positions
• Strong computer skills, (ability to create, edit and analyze spreadsheets)
• Advanced skills at effective listening and communication (verbal/written) with internal and external personnel/customers/clients
• SME for Customer Care procedures, call processing & soft skill techniques.
• Strong attention to detail
• Proven ability to successfully prioritize and plan to meet goals
• Demonstrates leadership skills
• Works well in a fast paced/high stress environment
• Ability to easily adapt well to change and encourage others to do the same
• Works well in team environment and as an individual contributor
• Expert skills in thinking outside of the box to resolve complex/escalated problems
• Ability to effectively relay accurate and detailed information to various parties via in-bound and out-bound telephone calls, in team meetings, training sessions, and our clients.
• 4-year degree or equivalent work experience preferred

What are the working conditions and physical requirements of this job?

General office demands

ENT227 - Customer Care Team Lead

Job Grade
07

Pay Range:
$20.49 - $33.81

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.

If there is no posting end date then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

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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 15 countries and awarded the Fortune America's Most Innovative Companies recognition, 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 The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world's leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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