Job Purpose:

The Consumer Relations Associate plays a vital role in delivering exceptional support to customers and clients. This position is responsible for assisting with filing claims, researching claim status, and resolving inquiries related to the claims process. The Associate also serves as a resource for regional managers and clients/dealers, providing guidance on product/plan coverage and addressing client escalations related to a customer’s contracts and/or claims process. In addition to handling customer interactions, the role involves managing and following up on client escalations, ensuring timely and thorough resolution. The Consumer Relations Representative reports directly to the Claims Supervisor and contributes to maintaining high standards of customer satisfaction.

Start Date 3/9/26

What Sets Us Apart:

• Benefits from Day One – Medical, dental, vision, and more

• Paid Time Off – Including holidays

• Career Growth – Advancement opportunities and tuition reimbursement (up to $5,000/year after 6 months)

• Comprehensive Training – Paid virtual training to set you up for success

What you'll be doing:

Inbound Contacts

·       Communicate accurate and concise information during inbound and outbound calls with customers and/or other third parties to resolve their concerns.

·       Responds to incoming service requests via phone queues from customers and clients/dealers, delivering prompt and courteous assistance.

·       Provides caller with requested service or information, documenting the call and the outcomes. Research contract information, case history, servicer notes, and Compass process documentation to fully assist the caller. 

·       Accept calls from client/dealer and appropriately handle customer escalations, working diligently to resolve customer concerns. Conducts in-depth research using contract records, case notes, and coordination with service providers or internal departments to reach resolution, following up as needed.

·       Educate the client/dealer on general coverage questions, provide guidance on sales resources, escalate technical issues to helpdesk support and serves as the primary point of contact until all concerns are fully addressed and resolved.  

Outbound calls

·       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.

Offline Work

·       Offline work may be required to provide resolutions to a customer or client/dealer.  This may include contacts originating from customers, servicers or dealers via fax, email or mail.  Other offline work may include work placed by other employees in various email boxes or internal database queues. 

Other

·       Provide feedback to the regional account managers when needed on trends, escalations or issues with sales agents.

·       Provide feedback to the Claims Supervisor on trends or issues with claims processes or providers.

·       Process credit card payments when necessary.

Basic Qualifications:

• High School diploma or GED equivalent
• Minimum of 1 year call center experience.
• Minimum of 1 year customer service experience is required.
• Bilingual proficiency in English and Spanish
• Experience handling inbound calls and processing claims is required.
• Experience navigating multiple applications and documenting outcomes is required.
• 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

Other:

• A passion for helping others with a sense of urgency
• Ability to de-escalate and remain empathetic
• Advocate for our customers while balancing the T’s&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
• Strong understanding of company products and services
• Strong understanding of client contracts and operations
• Make high impact decisions with little direction
• Effectively manage a case load with timely and consistent updates
• Coordinate a solution with other departments/vendors
• Able to navigate multiple applications simultaneously and document effectively
• Critical thinking and problem-solving skills
• Ability to determine customer needs
• Flexibility and willingness to embrace change
• Excellent Customer Service skills
• Excellent verbal and written communication skills
• Advanced problem-solving skills

Preferred Experience/Skills/Knowledge:

Competencies:

• Analyze Problems and Make Decisions - Commits to a course of action after identifying and assessing alternatives based on logical assumptions, facts, resources, constraints and organizational values.
• Build Credibility and Trust - Adheres to Assurant values and high ethical standards of behavior by demonstrating respect, honesty, consistency and fairness when interacting with colleagues, customers, business partners and other stakeholders
• Collaborate with Others - Works effectively with others both within and across Assurant businesses, establishing and maintaining productive working relationships.
• Deliver Results - Tenaciously works to meet or exceed expectations by keeping self and/or others focused on achieving critical goals
• Demonstrate Resilience - Reacts positively to changes and maintains poise, focus and flexibility when encountering difficulties or obstacles
• Learn Continuously - Actively seeks out and takes advantage of various ways to quickly gain new skills and expand one's knowledge
• Focus on Customers - Identifies and meets the needs of customers by building productive customer relationships and providing value in ways that increase customer satisfaction and loyalty.

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

Shift Work:

• Full-time, 40 hours/week
• Shifts may vary and include weekends and holidays
• Must be available to work as late as 12am EST
• Must be able to work in office

Pay Range:

$17.34 - $27.75

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 listed 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 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.

Job Scam Alert
Please be aware that during Assurant's application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here.