Customer Care Specialist II-Op Ex

Allstate Identity Protection is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers’ evolving needs. We combine our advanced investigative systems with our expertise in working with businesses to ensure our customers remain protected from any online threat. 

Job Description

Summary/Objective

Customer Care Specialist II-Op Ex deliver a world class experience through knowledge, building rapport, aiding and educating our subscribers. They perform ongoing support and service activities to ensure a high level of satisfaction. The Op Ex Specialist II acts as an advocate for our subscribers in assisting them with the navigation of web-based tools and assessing identity theft situations to determine escalation. An Op Ex Specialist II acts as a high performing team member by assisting others when needed. This role assists with inbound and outbound calls, subscriber and direct to consumer billing, email response and other specialized customer care functions including CCPA.

In addition to the above, Op Ex Specialist II are expected to show an increased level of teamwork by assisting in training and supporting new hire employees as assigned by management. Op Ex Specialist II may be asked to complete weekly audits and provide feedback to our 3rd party Customer Care service partner. They are expected to provide support to Senior Op Ex Specialists and assist them where needed. Op Ex Specialists II also have heightened expectations as measured quarterly performance reviews and incentive bonus program.

Essential Functions

• Act as the first resource for Allstate Identity Protection subscriber questions and requests.

• Demonstrate a high degree of empathy, compassion and professionalism.

• De-escalate difficult subscriber situations.

• Collaborate with other team members.

• Utilize strong professional written and verbal communication skills.

• Champion change and innovation

• Support our 3rd party service partner.

Required Education, Experience and Skills

• High School Diploma or GED, and 2+ years of contact center experience

• Ability to navigate multiple software applications

• Basic accounting (debit/credit) knowledge

• Strong formal oral and written communication skills and ability to communicate clearly

• High proficiency in computer comprehension

• High proficiency typing skills

• Dependability and strong work ethic

• Have passion to provide a great customer experience

• Highly adaptable and a focus on self-development

• Experience providing coaching and feedback

Preferred Education and Experience

• Associates Degree

• Prior experience working in Identity Theft Protection roles

Work environment

This job operates in a professional office environment. This role routinely uses standard office equipment including computers and desk phones. This position could include hybrid work from home days at the discretion of management. In a determined work from home environment, employees will be provided with necessary equipment to fulfill this expectation. Employees will be required to meet minimum internet speed expectations and have a calm and quiet place to work where they can be uninterrupted throughout their working hours.

Position Type & Expected Hours of Work

This is a Full-Time position. Days and hours of work are varied and will change periodically. The Customer Care Center is open 7 days per week. Hours vary daily. Employees are expected to be available for the hours assigned to work. Working days can also include holidays.

Note:

The offered hourly compensation range for this role is between $25 and $31 an hour, dependent on location, candidate experience and skill level, etc.

Skills

Business Acumen, Consumer Protection, Customer Data Management, Customer Insights, Relationship Building

Compensation

Compensation offered for this role is $19.23 - 33.11 per hour and is based on experience and qualifications.

At Allstate Identity Protection, great things happen when our people work together. That’s why when you join our team, we make sure it isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.  

You’ll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and di