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Benefits Customer Service Representative III
3 months ago
**Allstate Benefits Customer Service Representative III (Remote/Based)**
**Location:** Altamonte Springs, FL, US The world isnt standing still, and neither is Allstate. Were moving quickly, looking across our businesses and brands and taking bold steps to better serve customers evolving needs. Thats why now is an exciting time to join our team. Youll have opportunities to take risks, challenge the status quo and shape the future for the greater good.
Youll do all this in an environment of excellence and the highest ethical standards a place where values such as integrity, inclusive diversity and accountability are paramount. We empower every employee to lead, drive change and give back where they work and live. Our people are our greatest strength, and we work as one team in service of our customers and communities. Plus, Allstate is changing how, when, and where we work-to lead us boldly into our future. We're empowering our employees to create better ways of working through more intentional use of communication and collaboration practices, processes and tools.
Everything we do at Allstate is driven by a shared purpose: to protect people from lifes uncertainties so they can realize their hopes and dreams. For more than 89 years weve thrived by staying a step ahead of whatevers coming next to give customers peace of mind no matter what changes they face. We acted with conviction to advocate for seat belts, air bags and graduated driving laws. We help give survivors of domestic violence a voice through financial empowerment. Weve been an industry leader in pricing sophistication, telematics, digital photo claims and, more recently, device and identity protection. We are the Good Hands. We dont follow the trends. We set them.
**Job Summary:**
This position is responsible for handling moderate to complex inquiries from customers, accounts and agents. Provides internal and external customers with product knowledge and resolves customer concerns related to claims, policy and billing inquiries in an efficient, professional and accurate manner while documenting customer requests and submitting appropriate work requests to the responsible department. Service to customers may include inbound/outbound calls, incoming correspondence, other communications sources and call transfers for service transactions.
**Key Responsibilities:**
Resolve routine, complex, and unique questions/issues.
Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
Employ probing questions and actively listen to customer issues or questions, showing interest and compassion while demonstrating empathy for the callers situation.
Demonstrate accuracy in processing required work requests for, and changes to, customer policies based on the information provided.
Working knowledge of AB products (Accident, Disability, Hospital Indemnity, Critical Illness, Cancer and Life insurance policies) and related processes and procedures.
Explain the claims submission processes (including accepting first notice of loss, when applicable) and requirements and be able to review customer submitted forms and supporting documentation for completion.
Handle requests regarding customer documentation (including all documents sent out by AB departments) and be able to clearly explain them (including any follow-up or additional documentation required on our customers part).
Demonstrate ability to think critically and solve problems, specifically the ability to Identify and communicate interaction trends (i.e. customer concerns and feedback, opportunities for improvement) to the Leadership Team.
De-escalate customer situations as necessary.
Adhere to compliance regulations including HIPAA and state guidelines.
Document customer interactions into the appropriate databases.
**Supervisory Responsibilities:**
This job does not have supervisory duties. **Education and Experience:**
High school diploma or GED required
2-3 or more years of a related experience
**Certificates, Licenses, Registrations:**
None **Functional Skills:**
Insurance background including knowledge of health insurance terminology is preferred.
Excellent level of communication skills (both written and verbal)
Excellent computer skills, including typing proficiency, multi-tasking between online applications, working knowledge of Microsoft products (Outlook, Excel, folders)
Flexible and adaptable to business requirements for changes needed to service the customer
Collaborate with peers and management on special projects and committees
Apply good use of time management skills
Ability to interpret and apply laws, rules and regulations.
Ability to prioritize and handle multiple tasks
**Notes:**
**Work hours are Monday-Friday from 11:00 AM EST - 8:00 PM EST for full time shift.**
1st shift and 2nd shift hours will be available and determined by attendance and performance **after 90 day evaluation**.
**Required 3-week training will be from 9:15 AM EST - 6:00 PM EST Monday - Friday with no time off during this time period.**
The preceding description is not designed to be a complete list of all duties and responsibilities. May be required to perform other related duties as assigned. Regular, predictable attendance is an essential function of this job.
The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.
**Good Work. Good Life. Good Hands.**
As a Fortune 100 company and industry leader, we provide a competitive salary but thats just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, youll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy. For a full description of Allstates benefits,
Learn more about life at Allstate. Connect with us on , , and or watch a .
**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.
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It is the Companys policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employees 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 relationsh
