Job description
At Allstate, great things happen when our people work together to protect families and their belongings from lifes 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 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

Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
Resolve routine, complex, and unique questions/issues.
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.
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 callers situation.
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 customers part and updates as warranted
Working knowledge of insurance policies and related processes and procedures.

Education

High School Diploma or GED (Preferred)

Experience

0-2 years experience (Preferred)
Supervisory Responsibilities

This job does not have supervisory duties.
Education & Experience (in lieu)

In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

Primary Skills

Consumer Protection, Customer Centricity, Customer Data Management, Digital Literacy, Inclusive Leadership, Learning Agility, Performance Management (PM), Relationship Building, Results-Oriented, Stakeholder Relationship Management

Role: Technical Support - Voice / Blended
Industry Type: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Voice / Blended

Education
UG: LLB in Any Specialization, BDS in Any Specialization, BAMS in Any Specialization, B.Com in Any Specialization, BHMCT in Any Specialization, B.P.Ed in Any Specialization, ITI Certification in Any Specialization, BHM in Any Specialization, B.Pharma in Any Specialization, MBBS in Any Specialization, B.U.M.S in Any Specialization, B.Sc in Any Specialization, BHMS in Any Specialization, B.El.Ed in Any Specialization, B.A in Any Specialization, B.Arch in Any Specialization, B.Des. in Any Specialization, BVSC in Any Specialization, BFA in Any Specialization, Diploma in Any Specialization, B.Ed in Any Specialization, Other Graduate, B.B.A/ B.M.S in Any Specialization

Key Skills
Voice Process Voice Support US Process International Call CenterBpo VoiceTechnical Voice ProcessInternational BPOInternational Voice Process