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Description
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.
Job Header:
SAP Job Title: ENT-Customer Service-Sr Assoc
Band: 04
FLSA Status: Non-Exempt
Job Code: 71000499
Revised Date: 05/10/2023
Job Summary:
This position is responsible for handling basic to complex telephone/email/chat/fax inquiries from internal and external customers in an efficient, professional, and accurate manner. Provides customers with product knowledge and resolves customers concerns. Utilize functional expertise and knowledge of the business to support, develop and lead new initiatives, and maximize growth and profitability of the business.
Key Responsibilities:
Provides support for customers by handling inquiries via calls/emails/chats, and demonstrates knowledge, understanding and experience to handle volume of internal and or external customer inquiries may include escalations
Resolves complex questions/concerns and refer other inquiries to appropriate areas as needed
Project Management: To initiate, execute, communicate and document projects as needed
May act as a liaison to other departments where follow-up will be required to meet customers needs
Assists in identifying process improvement opportunities
Engages, inspires, educates and mentors, new hires and incumbents
Collaborates with other areas to identify, analyze, and improve processes
Inputs and tracks into the appropriate databases
Supervisory Responsibilities:
This job does not have supervisory duties.
Education and Experience:
High School Diploma or GED (Preferred)
0-2 years experience (Preferred)
In lieu of the above education requirements, an equivalent combination of education and experience may be considered.
Certificates, Licenses, Registrations:
Property & Casualty License (Preferred)
SIE Exam and Series 6 and 63 Licenses (Preferred)
Functional Skills:
Advanced product knowledge and insurance regulations knowledge
Excellent working knowledge of Allstate s systems required to perform the role
Ability to sell and service policies (based on requirements of the department)
Ability to diffuse customers and agents
Excellent working knowledge of billing concepts and Allstate s billing systems
Effective oral and written communication skills
Intermediate problem-solving skills
* Ability to adjust schedule according to business need
Notes:
The preceding description is not designed to be a complete list of all duties and responsibilities. May be required to perform other related duties as assigned. Regular, predictable attendance is an essential function of this job.
Compensation offered for this role is $38,150.00-$66,162.50 per year and is based on experience and qualifications.
Good Hands. Greater Together. ℠
As a Fortune 100 company and industry leader, we provide a competitive salary - but that's just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you'll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy. For a full description of Allstate's benefits, visit https://www.allstate.jobs/benefits/
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