Senior Associate

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

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.

Job Responsibilities:

• Demonstrate Subject Matter Expertise
• Excellent verbal communication skills; should be able to explain claims process and settlements to customers/agents/shops
• Handle calls and inquiries in an accurate and timely manner
• Prepare Daily & Weekly report for respective areas
• Provide floor support and Mentor to need based employees
• Be part of Quality Calibrations calls
• Support with Process Improvement Ideas
• Experience in reviewing complex claims and audit calls
• Presentation skills, to be able to deliver training to a group of trainees.
• Identify issues and potential solutions on all aspects of business and product improvement opportunities.
• Communicates empathetically timely with customers and helps them through their claim process in a fast, fair and easy manner.
• Will he reviewing claims and doing follow up through calling (Outbound and Inbound calls).
• Retrieving Claim related documents, obtain additional information (if missing)
• Updating the claim information and handling the task.

Training- Develop and Deliver:

• Participates in assessing and addressing unit needs for training and development
• Provides coaching/mentoring and feedback and may lead training

Knowledge/Skill/Abilities/Experience:

• Knowledge of insurance policy, coverage, and regulation
• Eye for Details and accurate preparation of data to assess value of the estimate
• Excellent Communication skills
• Bachelors' degree in related field preferred or equivalent experience
• Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
• Applies advanced skill in motivation, organization, training, coaching and facilitation of teamwork

• 4 year Bachelors Degree (Preferred)

• 0-2 years experience (Preferred)

• This job does not have supervisory duties.

• 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

Shift Time

Recruiter Info

Shital Holambe [C]

About Allstate

Joining our team isn't just a job — it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

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 here.