Senior Associate
4 weeks ago
Job Responsibilities
Customer Service
Makes and maintains a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met Manages, researches, and resolves complex and occasionally highly complex customer communications, concerns, conflicts or issues Reviews customer satisfaction results; recommends, designs, and implements personal and business unit action plans. Audit calls and provide feedback to the claim handler on the production floor Conduct voice interviews to identify trainable candidatesAdministration and Operational Management
Identifies issues and potential solutions on all aspects of the claims business Gathers, analyzes and evaluates complex and occasionally highly complex claim processes or procedures; obtains facts and explains complex information Assists leadership in developing strategies of operational improvement Assists with establishing unit goals/objectives Participates in the implementation of process improvement, operational performance and effectiveness programs and changes Develops and manages processes to ensure delivery of compassionate service that is fast, fair and easy Ensures adherence to empathetic and responsive customer service in all transactionsTraining - Develop and Deliver
Participates in assessing unit needs for training and development Win input from more experienced Team Leads/FLB, provides coaching/mentoring and feedback and may lead trainingKnowledge/Skills/Abilities/Experience:
Bachelors' degree is mandatory Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy Applies advanced knowledge of Subrogation, coverage, negotiation and/or arbitration skills and regulation Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data and advanced knowledge of problem solving and preparation of complex reports for analysis Applies advanced conflict management and problem resolution skills in managing internal and external customer relationships Should have spent a minimum of 6 months in a voice role within AllstateWe have other current jobs related to this field that you can find below
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