Complaints & Escalated Claims Specialist

As a Complaints & Escalated Claims Specialist at Assurant-India, you will report to the Outsource Vendor Manager, CL and serve as the primary point of contact for complaints and (escalated) claim inquiries. Your responsibilities will include resolving formal complaints, tracking escalation data for operational and reporting purposes, proposing settlement agreements, and overseeing the Complaints Claims Assessment system and processes. This position is based in our Mumbai, India office. Your duties and responsibilities will involve overseeing the Complaints Claims Assessment system and processes, managing multiple cases simultaneously, assessing and reviewing claims and complaints independently and fairly, identifying and escalating urgent cases, suggesting process improvements for enhancing customer experience and operational efficiency, communicating with medical advisors as needed, ensuring compliance with Service Level Agreements and regulatory timelines, logging and tracking each issue in multiple systems for reporting purposes, and maintaining high levels of complaint-handling skills in alignment with service level agreements, contracts, and policy conditions. To qualify for this position, you should have a minimum of 7 years of experience in composing responses to external contacts, a background in claim handling and complaint resolution, work experience in the insurance industry, and a history of customer-focused roles.,