Sr Research Specialist

Overview of Position

The Sr. Research Specialist will provide front line, direct contact with clients and customers, this is done through receiving or placing telephone calls, in addition to working faxes, electronic methods (e-mail & system of record task assignments), correspondence, mail, express delivery, reports, and project assignments. This position serves as back-up resources to the Call Center Department, processing inbound calls as needed. You will use computerized systems for tracking, information gathering and/or trouble shooting the items raised by the client/customer. The Sr. Research Specialist will also assist and mentor the Research Specialist in his/her responsibilities. Researching and addressing escalated issues, training associates, and providing support to the team lead will also be a top-level priority.

Primary Job Accountabilities/Responsibilities

• Recognize consistent problem areas and reports to higher level for action.
• Seeks to retain account and/or suggest and encourage use of other services and products.
• Depending on area may promote and sell products and/or services and enter or confirm sales.
• Follow standard procedures and policies with more senior levels using greater latitude and judgment in responding to customers.
• Provide collateral protection services by ensuring all customers are adequately insured as well as adding lender place insurance for uninsured customers.
• Root cause, research and resolve the most complex loan level inquires and exception items received through inbound calls, fax, emails, tasks, correspondence, reports, and/or special projects.
• Research and respond to escalated issues and prepare responses to customers and clients.
• Handle in-bound and out-bound calls from our customers in hazard insurance, mortgage banking, and property loss.
• Works in a multi-client /functional environment due to expanded knowledge and skill set.
• Handle escalated inquiries and assignments, as required
• Assist with projects
• Assist with training of new hires and associate cross training initiatives, assisting with facilitation as needed.
• Research/resolve loan level inquires and exception items through inbound calls, fax, emails, tasks, correspondence, reports, and/or special projects. More experienced associates will be involved in root cause analysis of more complex inquiries and research.
• Handle in-bound and out-bound calls from our customers in hazard insurance, mortgage banking, and property loss.
• Research and respond to inquiries and prepare responses to customers and clients.
• Initially works in a single client/functional environment due to limited knowledge and skill set. More experienced associates will work in a multi-client or multi-functional environment.

Basic Qualifications:

• High school diploma/ GED
• Intermediate computer skills, (ability to create, edit, and analyze spreadsheets and emails)
• Minimum of 3 years customer service, banking, finance, mortgage lending or related experience

Preferred Qualifications:

• 2 year degree preferred
• Proficient at verbal and written communication when communicating with customers/clients
• Strong attention to detail
• Strong customer service skills
• Excellent listening skills
• Ability to adapt well to change
• Works well in team environment and as an individual contributor
• Work well in a fast paced/high stress environment.
• Ability to think outside of the box to resolve problems
• Ability to relay and document accurate and detailed information to various parties via in-bound and out-bound telephone calls, and through written communication.

Pay Range:

$19.08 - $30.53

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 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. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video.

 

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.