Assistant Manager- Escalation Management

1. Problem-solving abilities.

2. Successful track record of managing critical situations in a cross-functional environment, which includes handling difficult customers and/or customer situations.

3. Strong ability to plan, organize, prioritize and independently tackle problems.

4. Passion for solving customer issues and a champion of extraordinary customer service

5. Excellent judgment, risk management, and issue mitigation skills.

6. Sense of urgency and the ability to make timely decisions while considering customer service, business, and technical constraints.

7. Excellent communication (oral and written). 

8. Strong Analytical Skills

9. Result driven

10. Skills to Monitor communications sources for escalations such as group mailbox, telephone calls, chat and internal report sources

11. Ability to work with demanding deadlines

12. Experience in insurance claims ( Optional )