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.
This position is on-site at our Miami location
Start Date 3/9/26
Primary Responsibilities
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
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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
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