Lead Insurance Tracking Customer Care Specialist, Capability Center
Job Description
Primary Objectives
Understand business complexities in order to balance agent skills and create improvement plans to achieve the best performance in terms of SL.
Act as a subject matter expert in product knowledge, serving as a reference point to support the team.
Network with domestic Unit Managers and Leads.
Demonstrate flexibility when changes occur and actions must be taken.
- Track team metrics (Quality, AHT) and monitor SLA.
- Propose corrective actions for agents to achieve their goals.
- Analyze root cause and design improvement plans.
- Provide technical support to the team.
- Training & mentoring of customer care agents.
- Propose and implement process improvements.
- Collaborate in the planning, execution, and control of new transitions including clients, products and LOBs.
- Onboard new team members.
Secondary Functions
- Take escalation calls whenever needed.
- Monitor adherence to agent shifts.
- Provide support to agents on systems and equipment issues.
- Report unscheduled absences and team call-outs to WFM.
Basic Qualifications Required – Experience, Skills, and Knowledge
- Minimum 1 year of experience in Insurance Tracking Customer Care (required).
- Experience acting as buddy for new hires.
- Solid or exceptional performance in current position.
- Customer care experience.
- Bilingual English level.
- Ability to plan, prioritize, and organize to achieve individual and team goals.
- Leadership skills and ability to interact effectively with internal and external clients.
- Frequently inspires others and champions the Assurant Way, consistently aligning with our values and expectations of behavior.
Additional Requirements
- Availability to work 11:00 AM to 8:00 PM (ARG time).
- Flexibility to work Saturdays is desirable.
Applications will be reviewed and only candidates considered the best match for the position will be contacted for an interview.
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.
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 14 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.
AI and Biometric Usage
Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process.
Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.
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.
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