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AVP Allstate Benefits Customer Care Centers

Employer
Allstate Insurance Company
Location
Jacksonville, Florida
Salary
Not Specified
Closing date
Sep 23, 2019

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Category
Executive / Management
Job Type
Not Specified
Career Level
Not Specified

Job Details

Where good people build rewarding careers.

Think that working in the insurance field can’t be exciting, rewarding and challenging? Think again. You’ll help us reinvent protection and retirement to improve customers’ lives. We’ll help you make an impact with our training and mentoring offerings. Here, you’ll have the opportunity to expand and apply your skills in ways you never thought possible. And you’ll 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 Family Summary

The Customer Care Center provides customer service support, via the telephone to policyholders, agents and brokers regarding organizational products and practice by providing prompt, efficient, accurate and high quality customer service in a courteous and professional manner.

Job Description

Lead and optimize best in class customer service delivery through the Customer Care Center(CCC) supporting all AB customers. Develop and implement various initiatives to improve customer satisfaction and retention. Leverage functional expertise, technical expertise, competitive intelligence, knowledge of the business, and customer utilization data to drive increased customer satisfaction. Implement initiatives and actions to improve effectiveness and efficiency across all areas.

Key Responsibilities

  • Leads a team of call center managers and supervisors within the Customer Care Center (CCC).
  • Utilizing Allstate Partnership, career counsel’s managers within the CCC, evaluates and administers employee performance management, review and recommends salary administration and performance reviews for front line CCC managers.
  • Participates in the development of the departments overall hiring and staffing plans and ensures the effective use of available resources in order to achieve business unit objectives and goals.
  • Evaluates department business plans and new initiatives to determine impact on staffing resources and organization structure. Implements actions plans and goals for achieving optimum business results.
  • Accountable for results on initiatives that contribute to growth, profit goals and customer satisfaction.
  • Create measurable improvements over current state.
  • Develops and recommends new techniques to support innovative solutions.
  • Understand diverse customer base and customize approach for multiple customer types (agent, broker, strategic business partners, employers, policyholder, and regional sales leaders).
  • Leads programs, processes, projects and/or multiple facets of human capital management resources to support company initiatives
  • Leads and is responsible for work that needs to be performed by a team(s) and/or their direct reports
  • Participates in interviewing and candidate selection (as needed by the department)
  • Responsible for meeting all Performance Management practices for a team
  • Adheres to company’s management practices and processes
  • Supports and executes performance management and development plans for all direct reports
  • Actively involved in talent development for a department
  • Coaches, mentors and influences others to accomplish departmental goals
  • Revises or adapts work processes to support changing business tactics
  • Set team priorities and activities based on department/function/unit goals and objectives
  • Actively seeks to connect resources across departments to share expertise
  • Provides written and oral communication of highly specialized terms and data and can present to others

Key Responsibilities (Cont'd)

  • Knowledge of sales, product, and insurance regulation knowledge, with working knowledge of lines of insurance, and product offerings
  • Provides extensive expertise and project/process management skill application in managing and/or developing specific processes and services associated with the Customer Care Center.
  • Responsible for compliance with current industry standards/environment that impact decisions and indicate requirements

Job Qualifications

  • Bachelor’s Degree required
  • Minimum of 7+ years’ experience in leading a Call Center and managing the Call Center Leaders
  • Life and Health Insurance Industry experience preferred
  • Serves as a subject matter expert and can consult on complex issues within the Customer Care Center from both an internal and external perspective
  • Demonstrate competency in all Leadership functions
  • Strategic thinker, who continuously creates and executes process improvements
  • Intermediate to Advanced skills in Microsoft Office, primarily Excel and Word
  • Excellent written, oral and presentation skills
  • Good project management and organizational skills
  • Leveraging Diversity and Conflict Management skills
  • Regular, predictable attendance is an essential function of this job.

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 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.

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.

For jobs in San Francisco, please click "here" for information regarding the San Francisco Fair Chance Ordinance.

For jobs in Los Angeles, please click "here" for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.


It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s 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

COMPANY INFORMATION The Allstate Corporation (NYSE: ALL) protects people from life's uncertainties with more than 113 million proprietary policies. Allstate offers a broad array of protection products through multiple brands and diverse distribution channels, including auto, home, life and other insurance offered through its Allstate, Esurance, Encompass, SquareTrade and Answer Financial brands. Allstate is widely known from the slogan "You're in Good Hands with Allstate." The Allstate Corporation is the largest publicly held personal lines property and casualty insurer in America. Allstate was founded in 1931 and became a publicly traded company in 1993. In 2023, Allstate was number 84 on the Fortune 500 list of largest companies in America. WHAT WE DO We’re more than insurance agents and claims representatives. We’re individuals with hopes, plans and passions. The biggest of which is helping people live smarter, safer lives. Doing so means continuing to re-imagine how we do what we do, the impact we can make on the world, ways we can each succeed in our own careers and actions we can take as a company that are good for all. To do that, we need all kinds of people – including lawyers, accountants, building engineers, project managers, marketing professionals, human resource specialists and so many more. WHO WE ARE – INCLUSIVE DIVERSITY    We hold each other accountable to encourage and embrace our collective differences. It’s our individual characteristics, values and beliefs, along with backgrounds and experiences that give us fresh perspective and purpose. We work harder, meet customer needs more effectively, share better, and identify more innovative ideas when we are accepted for who we are by the world around us. Our success comes from a chorus of many different voices. At Allstate, every voice counts.​ In our stand against racism, we’ve been making changes within Allstate. We’ve been listening, learning and engaging in change. We are focused on improving equity for all. Allstate is committed to long-term change not only in the way we conduct our business, but also for our employees. There’s a dynamic environment waiting for you here. You’ll find people with similar interests, as well as the many who’ll help expand your horizons. We believe in the power of connections. That’s why Allstate promotes diversity through a robust network of employee resource groups. It helps connect us all and supports our unique talents. Here are some of the available resource groups that actively support our employees: Abilities Beyond Limitations & Expectations African American Working Network Allstate Asian American Network Allstate Foster and Adoption Network Allstate PRIDE Allstate Veterans Engagement Team and Supporters Allstate Women’s Information Network Entrepreneurs at Allstate Families at Allstate Matter Native American Peoples at Allstate Professional Latino Allstate Network Young Professionals Organization WHY JOIN OUR COMPANY Allstate has been protecting people from life's uncertainties since 1931. We continuously develop and improve products and services so our customers can live well protected. For employees, we offer an environment that fosters innovative thinking and collaboration - where you'll be able to explore your ideas and feel proud of the work you do.  Our Benefits Allstate is dedicated to helping employees live happier and healthier lives. As a Fortune 100 company and industry leader, we provide a competitive salary and a benefits package that includes medical and dental insurance, tuition assistance, 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.  Growth and Development We support your desire to grow and provide opportunities to learn, explore new horizons, and follow your passion in a meaningful career. From access to hundreds of learning opportunities to in-house networking and rotational work experiences, Allstate is a place where you can forge your own path and expand your personal and professional potential. 
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