Chat Agent Analyst II

Allstate Insurance Company; Pune District; On-site; INR 350,000 - 550,000; Full time

Job summary

Allstate India Private Limited in Pune seeks a Chat Agent Analyst II to engage customers via chat, identify needs, and match them with Allstate insurance coverages. You will quote and issue auto, motorcycle, renters and homeowners policies where applicable.

The role requires excellent communication, ability to multitask, and a customer‑centric approach in a fast-paced 24/7 environment. Strong documentation and teamwork are essential.

Qualifications

• Excellent verbal and written communication with customers and colleagues.
• Willingness to work in a dynamic 24/7 environment.
• Ability to prioritize, multitask and work independently.
• Problem solving and customer assistance focus.
• Strong time management and documentation discipline.

Responsibilities

• Handle incoming customer inquiries via chat and messaging.
• Provide accurate, timely responses to queries and requests.
• Identify customer needs and offer appropriate Allstate coverages or referrals.
• Quote and issue auto, motorcycle, renters and homeowners policies where applicable.
• Document interactions, resolutions, and details in the designated system.
• Collaborate with team and cross-functional departments to resolve issues.

Skills

Communication skills

Multitasking

Time management

Problem solving

Customer service

Tools

CRMS

Outlook

Internal claim systems

Job description

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 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 escal 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 time‑sensitive and SLA‑driven work.
• Good written and verbal communication skills.
• Proficiency in CRMS, Outlook, and internal claim systems.
• Strong ownership, accountability, and follow‑through.
• Quality‑focused mindset with compliance orientation.

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 here.