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    Associate - Pune, India - Allstate Insurance Company

    Allstate Insurance Company
    Allstate Insurance Company Pune, India

    1 week ago

    Default job background
    Description

    Job Responsibilities


    Customer Service

    • Makes and maintains a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met
    • Manages, researches, and resolves complex and occasionally highly complex customer communications, concerns, conflicts or issues
    • Reviews customer satisfaction results; recommends, designs, and implements personal and business unit action plans. Audit calls and provide feedback to the claim handler on the production floor
    • Conduct voice interviews to identify trainable candidates

    Administration and Operational Management

    • Identifies issues and potential solutions on all aspects of the claims business
    • Gathers, analyzes and evaluates complex and occasionally highly complex claim processes or procedures; obtains facts and explains complex information
    • Assists leadership in developing strategies of operational improvement
    • Assists with establishing unit goals/objectives
    • Participates in the implementation of process improvement, operational performance and effectiveness programs and changes
    • Develops and manages processes to ensure delivery of compassionate service that is fast, fair and easy
    • Ensures adherence to empathetic and responsive customer service in all transactions

    Training - Develop and Deliver

    • Participates in assessing unit needs for training and development
    • Win input from more experienced Team Leads/FLB, provides coaching/mentoring and feedback and may lead training

    Knowledge/Skills/Abilities/Experience:

    • Bachelors' degree is mandatory
    • Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
    • Applies advanced knowledge of Subrogation, coverage, negotiation and/or arbitration skills and regulation
    • Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data and advanced knowledge of problem solving and preparation of complex reports for analysis
    • Applies advanced conflict management and problem resolution skills in managing internal and external customer relationships
    • Should have spent a minimum of 6 months in a voice role within Allstate
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