Chat Agent Analyst II

Allstate Solutions (ASPL); Pune District; On-site; INR 300,000 - 520,000; Full time

Job summary

Allstate Solutions (ASPL) in Pune is seeking a Chat Agent Analyst II to build customer relationships via the Chat platform, identify customer needs, and match them with Allstate coverages and products. This role will quote and issue auto, motorcycle, renters and homeowners policies.

You will handle chat inquiries, provide accurate responses, document interactions in the system, and collaborate with teams to escalate complex issues in a 24/7 environment.

Qualifications

• Excellent verbal and written communication in a courteous, professional manner.
• Willingness to work in a dynamic 24/7 environment.
• Ability to prioritise, multitask and work independently.
• Problem solving skills and the desire to help customers.
• Strong time management skills.
• Experience in claims support or regulatory processes.
• High attention to detail and documentation accuracy.
• Proficiency in CRMS, Outlook, and internal claim systems.
• Strong ownership, accountability, and follow-through.
• Quality-focused mindset with compliance orientation.

Responsibilities

• Handle incoming customer inquiries and issues via chat and secured messaging.
• Provide accurate, timely, and courteous responses to customer queries and requests.
• Identify customer needs and assist with various situations while multitasking.
• Maintain a professional and empathetic tone to ensure resolution and satisfaction.
• Utilize guidelines and resources to resolve issues promptly and effectively.
• Document customer interactions and resolutions accurately in the designated system.
• Collaborate with team members and cross-functional departments to escalate and resolve complex issues.

Skills

Communication

Multitasking

Time management

Problem solving

Attention to detail

Claims support

Documentation

CRMS/Outlook

Tools

CRMS

Outlook

Internal claim systems

Job description

Job Description

The Chat Agent Analyst II establishes new customer relationships via the Chat platform and serves as a trusted advisor by identifying customer needs and matching them with appropriate Allstate coverages and products and/or referring them to Allstate partners. This role will quote and issue auto, motorcycle, renters and homeowners insurance policies.

Job Responsibilities:

• Handle incoming customer inquiries and issues via chat and secured messaging.


• Provide accurate, timely, and courteous responses to customer queries, concerns, and requests.


• Identifying customer needs and assisting customers in various emergency situations along with effective multitasking abilities


• Maintain a professional and empathetic tone while addressing customer concerns on chats to ensure customer resolution and satisfaction.


• Utilize established guidelines and resources to resolve customer issues promptly and effectively.


• Document customer interactions, details, and resolutions accurately in the designated system.


• Collaborate with team members and cross-functional departments to **escalate** and resolve complex issues.

Primary Requirement:

• Excellent verbal and written communication skills including the ability to maintain a courteous and professional demeanor with customers and with fellow employees


• Willingness to work in a dynamic 24/7 environment


• Ability to prioritize, multitask and work independently


• Problem solving skills and the desire to help customer


• Strong time management skills

Knowledge/Skills/Abilities/Experience:

• Strong understanding of claims support or regulatory processes.


• High attention to detail and documentation accuracy.


• Ability to manage timesensitive and SLAdriven work.


• Good written and verbal communication skills.


• Proficiency in CRMS, Outlook, and internal claim systems.


• Strong ownership, accountability, and followthrough.


• Qualityfocused mindset with compliance orientation.

Primary Skills

Shift Time