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<p>The Senior Manager, Agency Response, is a full-time position within Asurion’s Legal Regulatory Team and has the responsibility of managing and directing a team tasked with addressing consumer escalations related to Asurion’s business and products, and preparing written responses to complaints filed with regulatory agencies, including state Attorney Generals, Departments of Insurance, and the Better Business Bureau. works to ensure Asurion maintains ongoing compliance with state and federal laws and regulations (including insurance, service contracts, and consumer protection) in all jurisdictions in which Asurion conducts business by monitoring and responding to written regulatory complaints from state and federal agencies. The Senior Manager will assist in overseeing Asurion colleagues within the team to work collaboratively on the intake and research of the complaint, as well as the drafting of a persuasive, well-rounded, written response to these state agencies. The Senior Manager will work to preserve good working relationships with these state and federal agencies, our underwriting partners, and client partners.</p>
<p> The ideal candidate will be a dynamic people-leader with excellent issue-spotting skills and the knowledge and ability to follow through to resolve issues. They will oversee the research and analysis of customer complaints, and ensure that claim outcomes were appropriate. This role will support internal Regulatory Compliance and highlight issues or areas of opportunity for Regulatory Compliance or embedded counsel. The Senior Manager will work closely with embedded counsel, licensing as well as stakeholders outside of Regulatory such as Fraud/Risk, CPM, Finance/Accounting, Technology, and the Office of the CEO.</p>
<p> A successful candidate will have strong management skills and experience leading a large, diverse team to deliver results. They will work very closely with all levels of the Regulatory Team to contribute to the success of established insurance and service contract products as well as claim processing.</p>
<p> The Senior Manager will be the first line of interaction with state and federal agencies. They must be responsive and accommodating with an aim toward preserving good working relationships with regulatory agencies. They must also facilitate the review of written responses by external parties such as underwriting partners and clients, and answer any questions Asurion’s partners may have. They must stay up to date on program changes and new program launches. They must have experience with, or the desire to learn, legal/compliance analysis and/or communicating the results of such analysis to various internal audiences simply, clearly and persuasively.</p>
<p><b> Key Responsibilities</b>:</p>
<ul>
<li> Has experience in or the ability to manage people.</li>
<li> Ensure Asurion responds to all written customer complaints routed through a regulatory agency (department of insurance, attorney general, Federal Communications Commission, etc.) as well as the Better Business Bureau in a persuasive manner within a tight timeframe.</li>
<li> Manage small claim litigation, including the research, proposed resolution and settlement of small claim cases across the United States.</li>
<li> Oversee team auditing and analytics to ensure that the team meets its objectives, and monitors trends in an effort to mitigate risk.</li>
<li> Partner with teams outside of Regulatory (Fraud/Risk, Finance, Accounting, Customer Solutions, Technology) to ensure that individual customer claims and/or claim experiences comply with Asurion’s standards and regulatory framework.</li>
<li> Supervise, guide, train, and monitor regulatory agency response compliance with an aim to continuously improve.</li>
<li> Communicate and consult with departments of insurance and attorney general state personnel.</li>
<li> Conduct in-depth and ad-hoc research projects.</li>
<li> Have functional understanding of the company’s risk profile and the impact of product decisions on the company’s core financial performance.</li>
<li> Actively seek operational understanding and implications of initiatives.</li>
<li> Develops thorough understanding of Asurion’s business, processes, and goals to provide innovative legal solutions that solve unique or challenging problems.</li>
<li> This function also oversees other processes as necessary, and may be asked to help with or oversee special projects as assigned.</li>
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<p><b> Job Requirements</b>:</p>
<ul>
<li> A minimum of 5+ years of previous experience in progressively more responsible oversight roles within a regulated industry</li>
<li> Experience leading a large team with both U.S. and non-U.S. based members</li>
<li> Must be able to advise a team on how to prioritize work and deliverables to ensure on-time response to a large variety of changing demands/requests/requirements</li>
<li> Prior experience working with technology in a regulated industry preferred; fluency with technology required</li>
<li> Prior experience working with state regulators or state agencies a plus</li>
<li> Able to understand detailed documents such as insurance policies, coverage certificates, terms and conditions, and terms of service and effectively and persuasively communicate key terms and policies to regulators</li>
<li> Demonstrate sound judgment and ability to strategize on creative solutions that put customers first while also adhering to a strong and compliant regulatory claims framework</li>
<li> Able to keep multiple matters organized and moving forward in a fast-paced environment</li>
<li> Excellent time management skills; ability to work under pressure and within tight timeframes.</li>
<li> Professional interpersonal and organizational skills, and experience at communicating with colleagues at various levels of the organization</li>
<li> Able to identifying areas of risk or opportunity and provide continuous feedback and/or coaching opportunities across the organization with an aim toward continuous improvement</li>
<li> Able to work well within a team environment, as well as individually and collaborate effectively</li>
<li> Success working independently with little supervision while delivering results that meet or exceed expectations under tight timeframes</li>
<li> Must be highly proficient with full Microsoft suite and O365; familiarity with Asurion claims systems and client billing systems a plus (Horizon, Alpha, PEGA, Service Bench, Soluto Connect, Portal, ACSS, etc.)</li>
<li> Knowledge of state and federal insurance, service contract, and consumer protection regulations a plus</li>
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