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SAP Job Title: ENT-Customer Service-Sr Assoc

Band: 04

FLSA Status: Non-Exempt

Job Code: 71000499

Revised Date: 05/10/2023

Job Summary:

This position is responsible for handling basic to complex telephone/email/chat/fax inquiries from internal and external customers in an efficient, professional, and accurate manner. Provides customers with product knowledge and resolves customers concerns. Utilize functional expertise and knowledge of the business to support, develop and lead new initiatives, and maximize growth and profitability of the business.

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

• Resolves complex questions/concerns and refer other inquiries to appropriate areas as needed

• Project Management: To initiate, execute, communicate and document projects as needed

• May act as a liaison to other departments where follow-up will be required to meet customers needs

• Assists in identifying process improvement opportunities

• Engages, inspires, educates and mentors, new hires and incumbents

• Collaborates with other areas to identify, analyze, and improve processes

• Inputs and tracks into the appropriate databases

Supervisory Responsibilities:

Education and Experience:

• High School Diploma or GED (Preferred)

• 0-2 years experience (Preferred)

• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

Certificates, Licenses, Registrations:

• Property & Casualty License (Preferred)

• SIE Exam and Series 6 and 63 Licenses (Preferred)

Functional Skills:

• Advanced product knowledge and insurance regulations knowledge

• Excellent working knowledge of Allstate s systems required to perform the role

• Ability to sell and service policies (based on requirements of the department)

• Ability to diffuse customers and agents

• Excellent working knowledge of billing concepts and Allstate s billing systems

• Effective oral and written communication skills

• Intermediate problem-solving skills

• Ability to adjust schedule according to business need

Notes: