Customer Service Associate III

Allstate India; Maharashtra; On-site; INR 300,000 - 420,000; Full time

Job summary

Allstate India is seeking a Customer Service Associate III to handle customer inquiries, document requests, and updates to policies with accuracy and empathy. You will engage through various channels, ensure first contact resolution, and support customers with billing and policy questions.

The role requires 0-2 years of experience, graduation, and a customer-focused mindset. Training and growth within a global insurer are offered across multiple Indian locations.

Qualifications

• 0-2 years of experience in customer service.
• Graduation completed or equivalent.
• Experience handling policy and billing inquiries preferred.

Responsibilities

• Handle moderate to complex inquiries from customers and document requests.
• Assist with policy and billing questions via calls or written channels.
• Explain policy provisions and updates clearly to customers.
• Ensure accurate changes to customer records and correspondence.
• Aid in resolving routine to complex customer issues with care and accuracy.
• Refer to campaigns and offerings as appropriate to customer needs.
• Aim for first-contact resolution and high customer satisfaction.
• Identify opportunities for cross-selling when suitable.

Skills

Customer Service

Data Management

Communication skills

Empathy

Cross-selling

Education

Graduation

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 Customer Service Associate III handles moderate to complex inquiries, addresses various types of policies and billing inquiries from internal or external customers in an efficient, professional and accurate manner and resolves service concerns while documenting customer requests, and completing changes to policies. This individual provides service to customers, which may include inbound/outbound calls, incoming correspondence, other communications sources and call transfers for service transactions.

Key Responsibilities

• Inputs and tracks into the appropriate databases.
• Remain current on new marketing campaigns in order to respond appropriately to marketing related inquiries using all available resource tool.
• Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer’s part and updates as warranted
• Working knowledge of insurance policies and related processes and procedures.
• Demonstrates accuracy in processing changes to customer policies based on the information provided and identifies opportunities for cross sales (if applicable).
• Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation.
• Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
• Resolve routine, complex, and unique questions/issues.

Education

• Graduation

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

Consumer Protection, Customer Data Management, Performance Management (PM), Relationship Building, Stakeholder Relationship Management

Recruiter Info

Shital Holambe [C] [e-mail]

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.