This role is responsible for determining covered failures by reviewing vehicle service agreements, determining the need for inspection, interpreting policy coverage, and researching all facts, for multiple product lines; including but not limited to automobiles, recreational vehicles, and power sports. This position requires direct interaction with customers and repair facilities with occasional contact directly with the client.

Why You Should Consider This Role

• You love helping and connecting with people
• You’re a problem solver who likes to think on their feet and enjoy challenges
• You thrive in a fast-paced and changing environment
• You enjoy being on the phone and are passionate about customer service

What You Will Like

• The variety of work - every day and every customer’s situation is unique
• Being a part of a high performing, collaborative and supportive team
• The opportunity to demonstrate your exceptional problem-solving abilities
• Medical benefits begin on your first day
• Competitive compensation and paid time off
• Career advancement opportunities

The Details

Provide claim adjudication and problem resolution in the VPS Contact Center

• Responds to and resolves issues encountered by clients and customers in a timely and positive manner. This involves mostly inbound calls, but may also include outbound calls, email, fax, and chat
• Ensures that all customer/client requests are responded to in a timely manner, and meaningful solutions are proposed and implemented
• Adheres to standards for effective job performance and development
• Gains and maintains in-depth understanding of VPS products, clients, systems, and applications
• Ensures compliance with ISO, SOX, PCI and other applicable internal and external audits and/or contractual obligations
• Adjust and document all claims within departmental standards and in accordance to applicable laws and policy provisions to ensure compliance with all Department of Insurance Regulations
• Process claims with accuracy to confirm coverage by reviewing all available tools including contract and web-based applications to resolve complex issues and refer any issues as necessary to senior level adjusters or supervisor
• Adjudicate claims with accuracy, by working directly with the repair facility, inspection and parts vendors and multiple other resources to ensure proper claims adjudication within departmental standards
• Document reasons for denial or authorization of claim in accordance with policy conditions and quoting policy language to the correct parties in a timely manner within authority level and seek approval when above authority
• If bilingual, the ability to speak, read and write the Spanish language fluently

Process improvements and personal development

• Partakes in, and adheres to, training programs and quality assessment standards for effectiveness in supporting departmental goals and objectives
• Actively participates in the development of personal performance management plans.

What You Should Know About Us

At Assurant, our core values - integrity, change, urgency, and excellence - guide us as we work together to support our commitments to our clients, their customers and to each other. In collaboration with leading retailers, wireless carriers, utilities, and financial institutions worldwide, we underwrite, market, and administer extended service or service contract programs for consumers and small businesses.

• Assurant helps people protect what matters most to them
• We have been around for a while with our roots tracing back to 1892
• We are a Fortune 500 company employing approximately 15,000 people in 21 countries
• We provide specialty protection products and related services to safeguard against risks

The Ideal Candidate

• High school diploma or GED
• 2 years of customer service and automotive experience (ex. technician; service writer; parts specialist etc.)
• 2 years of computer experience using multiple windows and applications
• Ability to quickly adapt to change, proactively recognize process improvement opportunities and be able to work independently as well as in a team setting
• Ability to process time-sensitive data and information from multiple sources, including data from mainframe systems, makes decisions based on this data, and to effectively communicate the related required actions to a broad audience
• Ability to work collaboratively with others to generate ideas or resolve problems
• Excellent written and verbal skills to communicate with team members, management, customers, counselors, and other employees of the organization

Other Requirements

• Ability to work with frequent interruptions and under deadlines
• Ability to present a professional image
• Ability to establish courses of action to ensure efficient completion of work
• Ability to think creatively and make decisions based on incomplete information
• Proficiency of computer navigation and Microsoft Office 2003 or later versions & Microsoft Windows XP or later versions

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. 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.

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