Customer Service Associate II / Analyst II ( Voice Process)

Responsibilities

• Act as a role model for the rest of the team.
• Provide professional assistance and resolution for escalated/supervisor calls.
• Represent the customer service center on projects, initiatives or testing as needed.
• Assist with development and dissemination of training materials.
• Must demonstrate basic telecommunications and provide an advanced knowledge of products and functionality.
• Provide support for questions (including help hotline) from customer service specialists.
• Provides training to team members and guide representatives on specific steps of the research process of a particular case or issue.
• Responsible to interpret a variety of policies, rules, and regulations and performs a full range of customer service duties, answers customer questions, research, resolve and respond to requests.
• Answer complex customer inquiries and respond to a high volume of complex internal and external customer inquiries in a professional manner.
• Job Responsibilities :
• Take inbound calls from policyholders and other stakeholders
• Assist customers with inquiries and provide clear information on the claims process and next steps
• Resolve customer issues and complaints efficiently and professionally
• Prepare and manage necessary documentation and reports
• Provide support in identifying issues and potential solutions on all aspects of the claims business
• Support with Process Improvement Ideas
• -
• Primary Skills :
• Knowledge and experience of Claims processes is preferred
• Good Auto Workflow domain knowledge would be preferred
• Critical Thinking and Analytical Skills
• Effective Communication - Verbal and Written
• Commitment to providing high-quality service and maintaining customer satisfaction
• Ability to show compassion and understanding towards customers who may be distressed
• Knowledge of US culture
• Attention to detail
• Intermediate knowledge of Excel and PowerPoint
• Education
• 4 year Bachelors Degree (Preferred)

Requirements

• 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
• Call Center Inbound, Customer Experience Management, Inbound Calls, Performance Management (PM), Relationship Building, Stakeholder Relationship Management, Voice Processing, Voice Support
• Shift Time
• Shift C (India)
• Recruiter Info
• Shital Holambe [C]
• shon4@allstate.com
• About Allstate
• Learn more about Allstate India here .

Additional Information

At Allstate, great things happen when our people work together to protect families and their belongings from life's 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 Job Responsibilities : Take inbound calls from policyholders and other stakeholders Assist customers with inquiries and provide clear information on the claims process and next steps Resolve customer issues and complaints efficiently and professionally Prepare and manage necessary documentation and reports Provide support in identifying issues and potential solutions on all aspects of the claims business Support with Process Improvement Ideas

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