Senior Associate-operations

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 The position is responsible for serving as a designated subject matter expert SME on basic projects such as coordinating with the call center operations and quality control teams to improve efficiencies within the call center to increase the quality of customer relations and to improve overall service to all call center customers and coordinating with the AB operations training unit to identify call center training needs and assist in the development of training materials Key Responsibilities Act as a role model for the rest of the team Communicating with the customer Adjuster to understand their requirement and meeting their needs serves the customer with empathy and follows up to ensure that customer needs have been met Provide professional assistance and resolution for escalated supervisor calls Represent the Customer care 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 reps 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 Education 4 year Bachelors Degree Preferred Experience 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 Customer Experience Management Performance Management PM Relationship Building Stakeholder Relationship Management Voice Control Voice Support Shift Time Recruiter Info Shital Holambe C shon4 allstate com About Allstate The Allstate Corporation is one of the largest publicly held insurance providers in the United States Ranked No 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue The Allstate Corporation owns and operates 18 companies in the United States Canada Northern Ireland and India Allstate India Private Limited also known as Allstate India is a subsidiary of The Allstate Corporation The India talent center was set up in 2012 and operates under the corporation s Good Hands promise As it innovates operations and technology Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation With offices in Bengaluru and Pune the company offers expertise to the parent organization s business areas including technology and innovation accounting and imaging services policy administration transformation solution design and support services transformation of property liability service design global operations and integration and training and transition Learn more about Allstate India