• Serve customers via phone, fax, mail and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles • Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems • Redirect complex or specialized concerns to the appropriate team for follow-up (e.g., Audiology inquiries, technical product support, etc.) when applicable • Investigate and resolve problems related to the shipment of product, returns, credits, and orders • Handle customer complaints with a sense of urgency and see through to satisfactory resolution • Work cross functionally to ensure an effortless customer experience • Ability to consistently meet stated KPIs

• Review orders for errors, verify information, provide self-identifying options to potential customers and make outbound calls as necessary • Negotiate/ Process payment arrangements on customer accounts while adhering to processes and procedures set forth by our client • Attempt to collect on all balances using excellent negotiation skills • Document all account handling activity concisely and accurately on the client systems • Educate potential on identity documents and next steps • Educate customers on account status and payment options • Additional duties as assigned by the client or Management

• Provide assistance and respond to inquiries from US-based business customers through phone (inbound and outbound), offering technical support and education for the app. • Handle email inquiries and effectively multi-task to manage a large volume of calls. • Resolve issues on the first contact, manage inquiries and data through internal systems, and maintain accurate records of all interactions and concerns via our CRM (Salesforce). • Maintain a positive, empathetic, and professional attitude toward customers at all times. • Report critical issues to the technical support team and provide timely, valuable feedback to the company regarding service, bug, or provider concerns. • Continuously improve your understanding of the app and enhance your customer service skills. • Work respectfully with peers, other teams, and departments, maintaining a positive attitude at all times.

This job is responsible for oversight and effective management of the Executive Escalation team through supervisory and human resource objectives such as but not limited to hiring, performing performance reviews and mentoring/coaching. Additionally, the supervisor my perform tasks such as project management, report analyst and consultant to call center supervisors. In addition, this position may create new reports or enhance existing reports using various BI tools. The functions include maintaining and promoting an improved framework for escalation handling, monitoring, tracking and reporting. What will be my duties and responsibilities in this job? Operational Effectiveness Demonstrate leadership and interpersonal skills to build trust and credibility. Develop standards & guidelines for the program, enforcing Assurant policies and ensuring consumer satisfaction throughout the process. Consults with external and internal clients/customers to ensure accuracy of policies and processes. In collaboration manager, provide client updates and participate in implementation meetings. Ensure the tracking, reporting and communicating of the all-department’s productivity metrics are accurate. Identify trends and efficiencies, recommend continual improvements to cross-functional teams to increase the success of the business. Lead a team to assess and monitor performance of the contact center and identify improvement opportunities and recommendations. Serve as a liaison between the team and other key stakeholders on the program (site mgmt. & AE). Establish and communicate individual team performance metrics and goals. Design, develops, and delivers training to meet department needs. Other duties as assigned by Leadership. Build Organizational Talent Models and promotes Assurant culture and supports company initiatives. Drive individual and business growth and performance through regular coaching and development of team members. Create SMART Performance Plans for staff by due dates; modify goals throughout the year to meet shifting priorities. Ensure each employee clearly understands their role expectations and job responsibilities. Identify the developmental needs of others and coach, mentor, or otherwise help others to improve their knowledge or skills. Manage employee engagement to ensure satisfactory engagement scores. Communicate effectively and align employees to our strategy and focus areas. Appropriately involve employees in idea generation and decision making. Process Management Ensure departmental standards are monitored. Make recommendations for modifications as needed. Ensure all processes are up to date and documented. Responsible for ensuring the systems that are used are the most efficient and gather the needed information for the team’s success. What are the requirements needed for this position? Strong understanding of client contracts, operations, company products & services. Strong communication skills, both verbal and written. Team player, able to work with people at all levels. Able to work independently, prioritize workload, multitask and follow-up as necessary in a fast-paced, deadline-oriented environment. Independent decision making and critical thinking. A strong ability to act as an advisor for and a partner with operational teams. Pay Range: $64,900.00 - $108,200.00 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.