Customer Service Associate II - Integon

Allstate; Tijuana; Presencial; MXN 134.000 - 201.000; Jornada completa

Descripción de la vacante

Integon, the Mexican division of The Allstate Corporation, seeks a Customer Service Representative to handle high-volume inbound calls and guide policyholders through decisions. You will resolve issues, process policy changes, and deliver accurate information with empathy.

Ideal candidates will have a High School Diploma, bilingual English and Spanish, strong written and verbal communication, and the ability to multitask across multiple systems using MS Office. Call center experience is a plus.

Formación

• High School Diploma or GED.
• Advanced English and Spanish (fully bilingual).
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Ability to multitask while navigating multiple systems.

Responsabilidades

• Take ownership of customer and agent inquiries, issues, and errors, and determine the best next step.
• Answer incoming calls and provide clear guidance on existing policies.
• Serve as the first point of contact after policy sale by identifying risks, asking key questions, and gathering required information.
• Document call details, process policy changes, answer billing questions, and maintain excellent phone etiquette.
• Support health policy requests such as cancellations, profile updates, billing adjustments, and refunds.

Conocimientos

Bilingual English/Spanish

Communication

Multitasking

MS Office

Educación

High School Diploma or GED

Herramientas

Microsoft Office

Descripción del empleo

Integon is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers' evolving needs. It's how we've become industry leaders in property and casualty insurance servicing. We support our insurance company affiliates by offering property and casualty insurance products inclusive of personal auto, homeowners, RV, motorcycle, small business auto insurance and more.

Job Description

The Customer Service Associate ii is responsible for answering high volume inbound calls and providing effective quality customer service. This individual provides customers detailed information on their issue, de-escalates calls and processes complaints.

Customer Service Representative

About Integon

Integon is the Mexican division of one of the largest insurance corporations in the United States. Since 2019, we've proudly maintained our Great Place to Work certification. Every day, our team supports our U.S. affiliates by delivering high-quality property and casualty insurance services that help people protect what matters most.

As part of a winning team, you'll find opportunities for personal growth and rewards that recognize your contribution.

About the Role

As a Customer Service Representative, you'll be the primary connection between Integon, policyholders, and agents. You'll answer questions, resolve issues, process policy changes, and guide customers through important insurance decisions.

This role is ideal for people who enjoy problem-solving, communicating clearly, and helping customers feel supported and valued.

What You'll Do

• Take ownership of customer and agent inquiries, issues, and errors, and determine the best next step.
• Answer incoming calls and provide clear guidance on existing policies.
• Serve as the first point of contact after policy sale by identifying risks, asking key questions, and gathering required information.
• Document call details, process policy changes, answer billing questions, and maintain excellent phone etiquette.
• Support health policy requests such as cancellations, profile updates, billing adjustments, and refunds.
• Review policy details, identify special circumstances, and provide accurate coverage information.
• Collaborate with teammates to ensure exceptional service and contribute to a supportive, reliable environment.

What You Bring

Required

• High School Diploma or GED.
• Advanced English and Spanish (fully bilingual).
• Strong verbal and written communication skills.
• Ability to multitask while navigating multiple systems.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Attention to detail and ability to follow structured procedures.

Preferred (Nice to Have)

• Call center experience.
• Insurance industry knowledge.

Why Integon

We offer rewards that support your wellbeing, your family, and your growth.

Compensation and Financial Benefits

• Paid training.
• Fully reported wages to IMSS and Infonavit.
• Savings Fund.
• Profit Sharing.
• Weekly food vouchers.
• Weekly payment schedule.
• Life and burial insurance.

Wellbeing

• Nine days of Paid Time Off (in addition to annual vacations).
• Nine paid company holidays per year.
• Marriage Leave.
• Parental Leave.
• Access to learning platforms for your professional development.
• Employee referral program.
• Discounts with partner establishments.
• Monthly employee events and celebrations.

Workplace

• On-site parking.
• On-site wellness center.
• On-site coffee shop.
• Gaming room.

Who Thrives Here

You'll succeed in this role if you're someone who enjoys helping others, communicates with empathy, thrives in a team environment, and is eager to grow your skills in the insurance field.

Skills

• Business Support
• Client Facing
• Consumer Protection
• Quality Control (QC)
• Service Delivery

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