Customer Service Associate

About the role

Allstate is a leading provider of property and casualty insurance, committed to protecting families and their belongings from life’s uncertainties. With over 90 years of innovation, we stay ahead of evolving customer needs through advancements in pricing sophistication, telematics, and digital protection solutions.

Responsibilities

• Handle moderate to complex inquiries, including policy and billing questions, from internal and external customers in an efficient, professional, and accurate manner.
• Resolve service concerns while documenting customer requests and completing policy changes.
• Provide service via inbound/outbound calls, correspondence, and other communication channels, including call transfers for service transactions.
• Input and track information in appropriate databases.
• Stay current on marketing campaigns to respond to related inquiries using available resources.
• Handle requests regarding customer documentation, explain documents clearly, and outline any required follow-ups or updates for the customer.
• Maintain working knowledge of insurance policies and related processes.
• Process policy changes accurately based on provided information and identify cross-sell opportunities where applicable.
• Use probing questions and active listening to address customer issues, demonstrating empathy and compassion.
• Ensure first call resolution and customer satisfaction on all transactions.
• Resolve routine, complex, and unique customer questions or issues.

Education

• High School Diploma or GED (Preferred)
• In lieu of education requirements, an equivalent combination of education and experience may be considered.

Experience

• 0–2 years of experience (Preferred)

Skills

• Compassion
• Consumer Protection
• Customer Data Management
• Customer Satisfaction
• Customer Service
• Performance Management (PM)
• Relationship Building
• Stakeholder Relationship Management

Compensation

Compensation for this role ranges from $17.98 to $26.16 per hour, based on experience and qualifications.