Sr Client Support Specialist

As the Sr Client Support Specialist, you will be responsible for achieving the financial, service levels, and relationship objectives for the assigned multi-family housing clients. This will include meeting specific performance goals and quality service standards. You will execute designated training, promotional, and business development responsibilities for Assurant’s Housing clients by supporting the execution plans for client implementations and post-implementation activities by handling client outreach to maintain or improve product performance.

What will be my duties and responsibilities in this job?

• Supports the acquisition, implementation, and servicing of clients in the Property Management Company group for companies with unit counts below that must be set up as an individual account.

• Monitor training program evaluations and recommend possible modifications to ensure successful results.

• Builds and maintains strong client relationships by providing high client service, which may require non-routine responses, research, and deviation from standard responses and procedures.

• Monitor performance and activity for client communities to identify underperforming communities and contacts them to assess the cause(s), offer training or assistance, or escalate the situation to sales management.

• Makes ‘Mystery Shopper’ calls to assess the level of program compliance and promotion of a client’s communities.

• Handles inbound and outbound calls, e-mails, and other client community communications and inquiries.

• Conducts refresher, motivational and promotional training for property managers and leasing agents.

• Navigates and utilizes multiple computer systems, the internet, or other relevant applications for tracking, information gathering, troubleshooting, and transaction processing.

• Identify and assist in the resolution of client service and quality issues.

• Monitor training program evaluations, effectiveness, and results and recommend possible modifications.

• Monitor and report shifts and changes concerning the multi-family housing industry, including introducing new products and services, client and business partner relations, and financial stability of existing competitors and clients to support maintaining our position as a leader in the industry.

• Ensure that legal requirements and corporate policies are followed.

• Meet and maintain corporate financial and budgetary objectives to ensure revenues and profits achieve corporate objectives.

What are the requirements needed for this position?

• Associate degree

• 2 years’ experience, including successful sales, telemarketing, customer service, and knowledge of insurance products.

• Requires the ability to keep accurate records and perform several duties simultaneously.

• Must be PC literate and have experience working in a Windows environment.

What other skills/experience would be helpful to have

• Must be able to operate various databases simultaneously efficiently.

• Proven ability to meet goals.

• Previous experience with creative problem-solving skills.

• Bilingual-speaking (Spanish/English) a plus.

• Extensive experience working independently.

• Expert problem-solving skills in the most complex of issues. Applies sophisticated sales techniques. Recognizes and recommends areas needing improvement. Learns to schedule and coordinate workload.

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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.

Helping People Thrive in a Connected World
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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 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, 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.