IVNTG-Agency Support-Sr Assoc
- Employer
- Allstate Insurance Company
- Location
- Charlotte, North Carolina
- Salary
- Not Specified
- Closing date
- Aug 26, 2019
View more
- Category
- Operations
- Job Type
- Not Specified
- Career Level
- Not Specified
Job Details
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 Responsibilities
- Answers routine and complex system questions posed by agents and support staff, pertaining to system navigation, system issues, billing and coverages, process and procedures etc.; in most cases during the initial phone call, in a professional manner.
- Provides callers with market direction, classification, limited approvals, coverage and eligibility assistance.
- Communicates information to agents and support staff as needed related to set process and procedures in order to ensure an efficient process flow.
- Manage multiple online systems and resources
- Actively listens to agent or support staffs issues or questions, showing interest and compassion.
- Analyzes and sorts information provided to determine the appropriate resolution, or appropriate area to handle.
- Responsible for follow up e-mails in a timely and accurate manner, making outgoing calls, as necessary, to notify agent of inquiry/problem resolution.
- Documents important information regarding telephone interaction in a call log system.
- Initiates investigation of system problems.
- Forwards requests to appropriate area follow-up if necessary.
- Identify and follow appropriate call escalation procedures.
- Prepares the appropriate form in a clear and concise manner to expedite handling.
- Performs other duties as assigned.
- Exhibits the flexibility necessary to ensure customer focused quality. Communicates important information to agencies, underwriters, leaders etc.
- Partners with others to resolve issues and improve results.
Job Qualifications
- High School diploma or equivalent required
- 1 year customer service experience recommended.
- Basic PC aptitude
- Ability to work well independently, as well as a part of a team.
- Strong discipline to adhere to schedule
- Advance call handling skills and behaviors
- Advance communication skill, inclusive of verbal, written and interpersonal
- In depth knowledge of all products/systems currently in place within the established AOR.
- Ability to quickly learn new product and procedures in order to apply knowledge to inbound customer needs.
- Commitment to Customer Service Excellence required
- Must be able to exhibit patience, attentiveness, and caring during all contacts
- Must possess strong listening skills and have the ability to distill complex inquiries into simple solutions
- Must be able to remain calm while working under significant pressure and occasionally difficult interactions with callers
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.
Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.
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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It is the Companys policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employees ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race, religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment
Company
- Website
- https://www.allstate.com/
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