Benefits Admin Senior Associate- Dallas, TX

The world isn’t standing still, and neither is Allstate. We’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needs. That’s why now is an exciting time to join our team. You’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.

You’ll do all this in an environment of excellence and the highest ethical standards – a place where values such as integrity, inclusive diversity and accountability are paramount. We empower every employee to lead, drive change and give back where they work and live. Our people are our greatest strength, and we work as one team in service of our customers and communities.

Everything we do at Allstate is driven by a shared purpose: to protect people from life’s uncertainties so they can realize their hopes and dreams. For more than 89 years we’ve thrived by staying a step ahead of whatever’s coming next – to give customers peace of mind no matter what changes they face. We acted with conviction to advocate for seat belts, air bags and graduated driving laws. We help give survivors of domestic violence a voice through financial empowerment. We’ve been an industry leader in pricing sophistication, telematics, digital photo claims and, more recently, device and identity protection. We are the Good Hands. We don’t follow the trends. We set them.

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Job Code: 70017336
Band: 04
FLSA: Non-exempt

Job Summary:

The Allstate Benefits Admin Senior Associate researches, analyzes, resolves and responds to inquiries; and provides support in the development and maintenance of business processes for customers to achieve desired business results. This role also responds to escalated customer requests regarding claims, benefits, eligibility, web access, premiums, refunds and customer service needs that arise. Executes day-to-day renewal activities and handles client service concerns by maintaining and servicing inbound call activity and emails.  Improve persistency and overall client satisfaction by serving as point of contact within sales offices, agencies, and employers.

Key Responsibilities:

• Answer inbound ACD calls, manage email correspondence and perform outbound follow-ups
• Resolves policy discrepancies, and prepares and communicates reconciliation reports to employers, brokers and regional offices
• Builds and maintains relationships with employers, brokers and regional offices, with a focus on all employee group premium amounts
• Execute effective resolutions on service needs, including claims, billing, eligibility, licensing, commissions, web access, retention and other customer service needs that arise
• Provide a highly personalized member experience dedicated to educating Employers, Brokers and members on coverage and the tools and resources available to them
• Foster a sense of urgency and commitment to achieve goals resulting in the ability to influence the organization to meet and exceed customer expectations
• Researches, analyzes and responds to customer requests, both verbal and written, including reallocation of premiums and refund checks, claims, benefits, eligibility, web access, and any other service related inquiries
• Explain insurance concepts in an easy to understand format
• Provides support for team members when needed
• Manages suspense account entries using established standards –
• Provides suggestions for process improvement
• Demonstrate strong understanding of all workflows and business processes to execute overall service strategy
• Processes accounts closing and policy transactions for direct retention -
• Documents and executes processes with minimal supervision
• Determines appropriate issues to escalate to management
• Utilizes multiple systems to obtain data for research

Supervisory Responsibilities:

This job does not have supervisory duties.

Education and Experience:

• High School diploma or general education degree (GED)
• 1-2 years of experience
• Previous industry experience

Certificates, Licenses, Registrations:

• None

Functional Skills:

• Advanced level of understanding of Benefit Administration’s business area processes
• Proficient in Microsoft Excel and Word
• Ability to demonstrate innovation and process improvement skills
• Excellent verbal and written communication skills
• Organizational skills
• Understanding of underwriting risk factors that influence health insurance profitability
• Advanced customer service skills-ability to handle a wide variety of callers in a professional manner and strong interpersonal skills
• Ability to process complex time sensitive information from multiple sources, make decisions based on