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Customer Service Associate
Allstate
Dallas, TX, United States
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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 Summary
Encompass Insurance is one of the largest personal property and casualty insurance brands sold exclusively through a network of more than 3,000 independent agents in most states. With a legacy that dates back to 1897, Encompass employees and agents are committed to delivering a superior insurance experience for our customers. Encompass is a solely owned subsidiary of The Allstate Corporation (NYSE: ALL), the nation’s largest publicly held personal lines insurer.
Encompass is growth focused, looking to expand its presence throughout the country. We are seeking enthusiastic, creative, results-oriented people who thrive in a fast-paced environment and are passionate about serving customers and agencies. Encompass offers an exceptional career experience for our employees, with impactful work and exciting opportunities to make a difference. Join Encompass and you’ll be part of an exciting future.
Encompass is looking for talented individuals who thrive in a collaborative and challenging environment to join our Encompass Service Center in Irving, TX.
Tentative Licensed Training Schedule: 3/14/19 8:00 AM-4:45 PM EST Monday - Friday
Work Schedules: 8:00 AM-11:00 PM EST Monday to Friday; 8:45AM – 5:15 PM EST Saturday
The Customer Service job family is focused on providing an exceptional customer service experience to independent agents, policyholders and third parties through all conversations and transactions Employees will utilize, influence, and support Contact Center policy to maximize growth and profitability of personal lines business. Emphasis is placed on best in class service
A Property & Casualty licensed individual who will serve customers on behalf of the independent agent by providing product and service information via telephone inquiries, incoming correspondence and other communication sources.
Key Responsibilities
• Provides an exceptional customer service experience through all customer interactions
• Resolves questions/issues and refer other inquiries to appropriate areas as needed
• Demonstrates a comprehensive understanding of specific company products in order to portray confidence and credibility to customers and assume ownership
• Processes changes to customer’s policies
• Maintains continuing education credits to retain Property & Casualty license
• Applies insurance resources on a state-by-state basis
• Performs/demonstrates customer focused service to enhance customer/agent relationships
• Analyzes policy information to determine proper coverage that meets the needs of the customers
• Ensures legal compliance for work processed
• Processes work within established guidelines, state rules and regulations
• Knowledge and application of principles of insurance, state rules and regulations, and underwriting guidelines/best practices
• Process endorsement requests, EOI, ID cards, etc., within established timelines and procedures
• Answer complex billing questions that require advanced analytical abilities
• Assist in identifying process improvement opportunities
• Perform activities of complexity requiring limited supervision
• Process electronic payments
• Seek to understand own strengths and acknowledge areas requiring additional growth and development
• Attract potential customers by answering product and service questions; suggesting information about other products and services
• Maintain customer records by updating account information in contact management
• Resolve product or service problems by clarifying the customer's complaint; determine the cause of the problem, select and explain the best solution to solve the problem, expedite correction or adjustment, follow up to ensure resolution as needed, and escalate to the appropriate areas as needed
• Recommend potential products or services to customers by reviewing customer information and analyzing customer needs
• Notify agent of customer behavior, including but not limited to, cancellation requests, rate shoppers and requests for reduction in limits
• Contribute to team effort by accomplishing related results as needed
• May require working knowledge of both the EACC and PSC
• Enable the contact center to meet its customer satisfaction business and performance goals
Job Qualifications
Knowledge/Skills/Abilities/Experience
• High school diploma or equivalent
• Property & Casualty license required
• Contact center/customer service experience a plus
• Advanced level of written and verbal communication skills
• Ability to utilize contact center operating systems (Contact Management, Avaya)
• Ability to take ownership of issues or problems and see them through to resolution
• Collaborate with peers and management on special project and committees
• Apply good use of time management skills
• Ability to prioritize and multi-task
• Flexibility regarding changes needed to service the customer
The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.