Assurant SC/GA/OH

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We are so excited to have you as a candidate for the Customer Care Specialist role! I want to make the most of your time on this call, so over the next 30 minutes here’s what we will cover: First, a high level overview of the company and the opportunity, then I’ll ask you a few questions about your background and interest in the opening, walk you through process and next steps, and leave the last few minutes to answer any questions you might have.

What You Should Know About Assurant:

• We have been around for a while with our roots tracing back to 1892.
• We are a Fortune 500 company employing approximately 14,000 people in 21 countries.
• We are a global risk management company that provides specialty protection products and related services to safeguard against risks – and protect what matters most to our clients.

Benefits for Assurant Employees:

• Detailed benefits can be found at myassurantbenefits.com
• Medical & Dental coverage starts on your first day.
• 401K option after your first 30 days with up to a 6% corporate match for eligible pay.
• Generous paid-time-off package with 23 total days, including holidays
• Offer tuition reimbursement for business-related courses.
• Employees are eligible to participate in our Enterprise US Employee Incentive Plan. The amount of this bonus ranges from 0 - $750 depending on company performance and is payable in December. If you were hired on 10/1 or later of the current year, you will not be eligible for the Enterprise US Employee Incentive Plan until December of the following year.

Customer Care Specialist Position Specifics:

The role of a Customer Care Specialist is a key position within Assurant because you are the voice of our organization and clients. You are highly valued as our customer’s primary point of contact, and Assurant is very much invested in your success in this role. Providing excellent customer service is top priority for us!

This role is responsible for answering around 80-120 inbound calls daily from customers who have questions, concerns or need additional information regarding their mortgage accounts, hazard insurance or additional property protection they have purchased.

We believe in providing our Customer Care Specialists with the ability to measure their success rate on a daily basis and have implemented clear, key performance indicators for you to track each day. These include: customer satisfaction, call time and the number of customers you help daily. You will receive extensive training to ensure you possess the tools you need to succeed and to meet these goals on a consistent basis.

The competencies we look for in our team members are active listening, problem solving and a strong commitment to quality. Excellent Customer Care Specialists enjoy being on the phone and helping customers find a resolution.

Do you feel that this position would be a good fit for you?(Required)

Understanding the scope of this role, what are your current compensation expectations?(Required)

Are you looking for full-time work or part-time?(Required)

If part-time, what sort of schedule are you interested in?

Are you flexible to work these days and hours which can include nights/weekends?(Required)

Our hours of operation are from 8:00 AM - 10:00 PM EST Monday - Friday and 8:00 AM -8:00 PM EST on Saturday – We are closed on Sunday.

Do you have the ability to work overtime if needed?(Required)

Do you have any shift restrictions?(Required)

2nd shift – starting later than 11 AM – 5% shift differential and 3rd shift – starting later than 4 PM – 10% shift differential

Are you able to commit 100% attendance for the required 4 weeks of training?(Required)

Do you have anything planned within the first 90 days of employment?(Required)

Please include the dates below.

If you are being hired for a remote position, you must have internet services with a minimum internet speed of 15 Mbps on the download side and a minimum of 3 Mbps on the upload side. You can test your internet speed at www.speedtest.net or by contacting your service provider. Please note equipment is not wi-fi capable and will need to be hardwired into your modem or router with an Ethernet cable.(Required)

Have you ever worked remote or worked from home previously?(Required)

What has been your experience (remote work 100% of the time, part time, set hours, etc.)

Are you fully proficient in both English and Spanish, verbal and written communication?(Required)

There is a 7.5% language differential for this skill.

Why are you considering leaving your current role or why did you leave your last position?(Required)

Previous employment experience and explain any gaps, if there are for your work history. Be as detailed as possible.(Required)

Where did you enjoy working the most and why?(Required)

Where did you enjoy working the least and why?(Required)

What is your motivation in looking for a position like this one?(Required)

What kinds of software programs you have used to in your previous roles that helped you be successful?(Required)

How did you utilized computers to complete your daily duties for the roles that you’ve held and what did you specifically have to do?(Required)

How did you go about learning new computer software programs and systems?(Required)

What is your experience working in a customer service environment with service level standards (SLAs)?(Required)

What were those SLAs, and how did your performance track them?(Required)

Explain a time when you had an irritated or dissatisfied customer and how did you fulfill the customer’s needs?(Required)

How do you remain positive even when the customer is not always nice to you?(Required)

What have you done to go above and beyond to provide excellent customer service?(Required)

What do you like about working with customers, and what do you not like about working with customers? Do you believe there is a difference between a face-to-face interaction versus an over-the-phone?(Required)

In the past, when an employer initiated a significant change in a policy or procedure with very little notice. What happened, and how did it impact your performance?(Required)

Explain when you had an issue or situation and your Manager or Supervisor was unavailable to help. What was the issue? What steps did you take to solve it?(Required)

Explain when you received a supervisor's coaching or feedback on your performance, metrics, and goals. What was the feedback, and how did you use it to improve your performance?(Required)

Explain a time when you disagreed with the feedback you received and how did you handle the situation?(Required)

Have you ever worked in a similarly structured environment?(Required)

The environment is very structured, where our call center employees have specific times to start their days, take their breaks, go to lunches, etc.

What do you like and dislike about this structure?(Required)

Once you submit this form, you will be redirected to the Call Center Assessment. This is the last step in completing the application.

Assurant Screen Guide