Licensed Customer Service Representative

Allstate; Illinois; On-site; USD 27,000 - 42,000; Full time

Job summary

Allstate, a trusted name in protecting families and their belongings, is seeking a Licensed Customer Service Representative to assist customers with policy servicing, billing inquiries, coverage questions, and policy changes while delivering an exceptional experience. You’ll join a team committed to customer service excellence, continuous learning, and professional growth.

With an active P&C, Personal Lines, or Life & Health license, you’ll expand your insurance knowledge, solve problems, and

Qualifications

• Active Property & Casualty (P&C), Personal Lines, or Life & Health (L&H) license.
• Strong customer service mindset and problem-solving skills.
• Ability to navigate complex customer questions and provide solutions.
• Excellent verbal and written communication.
• Attention to detail and accurate documentation of interactions.

Responsibilities

• Handle inquiries via calls, emails, and chats with knowledge and empathy.
• Input and track data in the appropriate databases.
• Collaborate with other areas to identify and improve processes.
• Mentor new hires and incumbents.
• Identify opportunities for process improvement.
• Coordinate with other departments to meet customer needs.
• Initiate, execute, and document projects as needed.
• Resolve complex questions and route to the appropriate area.

Skills

Call center

Customer service

De-Escalation

Multitasking

Time management

Inbound calls

Relationship building

Stakeholder management

Phone management

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

As a Licensed Customer Service Representative, you will assist customers with policy servicing, billing inquiries, coverage questions, and policy changes while delivering an exceptional customer experience. We’re seeking licensed insurance professionals who are passionate about helping customers, solving problems, and thriving in a fast-paced environment.

At Allstate, you’ll join a team committed to customer service excellence, continuous learning, and professional growth. This role offers the opportunity to expand your insurance knowledge, develop new skills, and build a rewarding career while helping customers protect what matters most.

Licensed and ready for your next opportunity?

Bring your insurance expertise to Allstate, where every day is a chance to make a difference for customers. You’ll tackle complex challenges, build meaningful customer relationships, and deliver trusted guidance, all while growing your career with a company that values your skills and supports your success.

Key Responsibilities

• Provides support for customers by handling inquiries via calls/emails/chats, and demonstrates knowledge, understanding and experience to handle volume of internal and or external customer inquiries may include escalations.
• Inputs and tracks into the appropriate databases.
• Collaborates with other areas to identify, analyze, and improve processes.
• Engages, inspires, educates and mentors, new hires and incumbents.
• Assists in identifying process improvement opportunities.
• May act as a liaison to other departments where follow-up will be required to meet customers needs.
• Initiates, executes, communicates and documents projects as needed.
• Resolves complex questions/concerns and refer other inquiries to appropriate areas as needed.

Schedule Expectations

• Paid Training (8 Weeks): Conducted Monday through Friday during business hours between 8:00 AM and 6:00 PM EST. Your specific training schedule will be provided upon hire.
• Post-Training Schedule: Monday through Friday, scheduled between 8:00 AM and 8:00 PM EST. Final schedules will be assigned upon hire based on business needs.

What You’ll Bring

• An active Property & Casualty (P&C), Personal Lines, or Life & Health (L&H) insurance license
• A passion for helping customers and delivering exceptional service
• Strong verbal and written communication skills
• The ability to navigate complex customer questions and identify solutions
• Attention to detail and accuracy when documenting customer interactions
• The ability to manage multiple priorities in a fast-paced environment
• A collaborative mindset and commitment to continuous learning

Skills

Call Center, Call Center Operations, Consumer Protection, Customer Data Management, Customer Inquiries, Customer Insights, Customer Service, De-Escalation, Inbound Calls, Multitasking, Phone Management, Prioritization, Relationship Building, Stakeholder Relationship Management, Task Management, Time Management

Compensation

Compensation offered for this role is 19.76 - 30.33 per hour and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

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.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

For jobs in San Francisco, please click “here” for information regarding the San Francisco Fair Chance Ordinance.

For jobs in Los Angeles, please click “here” for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.

To view the “EEO Know Your Rights” poster click “here”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs.

To view the FMLA poster, click “here”. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.

It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.

Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.

When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload.

To help create a more personal and engaging experience, we ask that you join with your camera on if your interview is virtual. Please also have a Valid Photo Identification available at the start of your interview. If you require any accommodations or have questions ahead of your interview please reach out to your recruiter.

Note: Internal candidates are only asked to join on video; a Valid Photo Identification is not needed for the interview.