Where good people build rewarding careers.

Think that working in the insurance field cant be exciting, rewarding and challenging? Think again. Youll help us reinvent protection and retirement to improve customers lives. Well help you make an impact with our training and mentoring offerings. Here, youll have the opportunity to expand and apply your skills in ways you never thought possible. And youll have fun doing it. Join a company of individuals with hopes, plans and passions, all using and developing our talents for good, at work and in life.

Job Description

With general supervision, provides enterprise and project level information analysis support. Assist in implementing, communicating and monitoring adherence to policies and processes. Collect and document basic process information and create reports for metric analysis. Review customer feedback from various sources to identify trends and recommends suggestions for improvements to address those trends. Assist with the creation of training materials and resources

Key Responsibilities

Customer Experience

• Reviews customer feedback from various sources, including but not limited to customer and agent surveys and recorded phone calls
• Identifies and resolves barriers that may be negatively impacting the customer experience and the achievement of first call resolution

Analytics

• Analyzes and communicates results of standard periodic reports including conclusions and any need for process or procedural changes
• Develops and implements simple queries to gather necessary information based on requests and analytical needs
• Supports new programs and established processes by communicating results, sharing key findings, and providing recommendations for solutions for improvements

Audits

• Understands internal and external compliance requirements and standards and assures audits are in place and completed to verify results

Resources and Communications

• With direction, supports the development and implementation of new programs, processes and procedures
• Through the use of available software and tools, assist with the development of resource material and training material
• Contributes to the successful achievement of the Satisfaction Survey results by providing feedback and assisting with the development of new resource material and training methods
• Ensures employees have access to resources and are properly educated on the Encompass product and services
• Communicates effectively (both written and verbal) with both internal and external customers/agents

Key Responsibilities (Cont'd)

Other Responsibilities

• Assists with reviewing, responding to, and resolving all incoming inquiries into PSC/EACC Quality, Billing and Analyst mailboxes
• Recommends changes based on customer and business partner feedback
• May assist with project or planning for project which are simple or semi-routine. Ensures project controls are in place and project status is communicated
• May serve as representative of the EACC/PSC on an external project lead by the Project Management Organization; ensure that the EACC/PSC concerns are communicated to the project team and the impact of the project is communicated to EACC/PSC employees; ensure all necessary process and procedure changes are completed
• May serve as lead or co-lead on various employee committees

Job Qualifications

• High school diploma or equivalent
• Intermediate product knowledge, rates and rules and insurance regulation
• Working knowledge of the Encompass AORs
• Organizational skills and attention to detail
• Working knowledge of Encompass processing systems, including the ability to process routine transactions and develop simple queries
• Intermediate knowledge of Microsoft Word, Excel, Power Point and Outlook
• Ability to use standardized mathematical and analytical procedures to reconcile, manipulate and analyze data
• Intermediate verbal and written communication skills required
• Intermediate presentation skills required, including the ability to speak comfortably to a large group of employees at all levels within the organization
• Ability to exercise discretion in the handling of confidential information and utilize discretion in referring to individuals and issues

The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.

Good Work. Good Life. Good Hands.

As a Fortune 100 company and industry leader, we provide a competitive salary but thats 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, youll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.

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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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