This position is responsible for handling 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 resolving service concerns while documenting customer requests, and completing changes to policies. Service to customers 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.

•Summarizes documents and enters into claim system notes

•Documents a claim file with notes, evaluations, and decision-making process

•Contacts third-party carrier to review liability and subrogation response, and obtains information regarding decision to reduce amount paid

•Monitors collection of subrogation recoveries and follows-up with third-party carrier as needed for subrogation payment

•Utilize available tools to capture information pertaining to scope of damages associated with the loss

•Live through a continuous improvement culture and leverage tools and technology to enhance personal competencies and help meet org level goals

• 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.

• Resolve routine, complex, and unique questions/issues.

Education

• Bachelor's Degree

Experience

• 0-2 years experience (Preferred)

International Voice Process

Excellent comms

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

Shift Time

Shift C (India)

Recruiter Info

Rashmi Kottur [C]

rkotz@allstate.com