Customer Service Associate III- 9/4 Class

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. 

Job Description

This position is currently available in AZ, ID, OR, UT, MT, NV

This position is responsible for handling moderate to complex inquiries, addresses various types of policies and billing inquiries from internal or external customers in an efficient, professional and accurate manner and resolving service concerns while documenting customer requests, and completing changes to policies. Service to customers may include inbound/outbound calls, incoming correspondence, other communications sources and call transfers for service transactions.

Key Responsibilities

• Inputs and tracks into the appropriate databases.

• Remain current on new marketing campaigns in order to respond appropriately to marketing related inquiries using all available resource tool.

• Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer’s part and updates as warranted

• Working knowledge of insurance policies and related processes and procedures.

• Demonstrates accuracy in processing changes to customer policies based on the information provided and identifies opportunities for cross sales (if applicable).

• Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation.

• Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.

• Resolve routine, complex, and unique questions/issues.

Experience

• 0-2 years experience (Preferred)

Supervisory Responsibilities

• This job does not have supervisory duties.

Skills

Consumer Protection, Customer Data Management, Performance Management (PM), Relationship Building, Stakeholder Relationship Management

Compensation

Compensation offered for this role is $17.79 - 25.69 per hour and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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