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Call Center Resource Analyst

3 months ago

Montgomery, United States Alfa Insurance Corporate Careers Full time

Company Overview

Alfa Insurance® is an A-rated insurance carrier that offers an excellent array of automobile, home, life, farm and business insurance products. Alfa is known for its superior customer service and boasts 94% claims satisfaction. Since its humble beginnings in 1946, Alfa and its affiliates now serve more than 1 million customers across 14 states.

Working for Alfa Insurance® is more than just servicing customers and selling insurance. It’s making a difference in the lives of your policyholders and the community. It’s creating lifelong relationships. It’s about being there when it matters most and protecting those things that are most important. It’s becoming part of a well-respected company that is based on faith, family, community and integrity.

Job Summary

Alfa Insurance Resource Analysts are team players that take exceptional pride in the company they represent, the products they sell and in providing excellent customer service. They assist our customers, the company and our sales force in providing unique, personalized customer service and sales opportunities to continue Alfa's growth in the marketplace.

Responsibilities

Provide quality support to customers, employing a high degree of customer service, technical expertise, and timelines.

Provide first-level assistance for defined problems; escalate trouble tickets as necessary to higher-level staff.

Assist customers and employees with quoting, binding, policy amendments, payments, and claims.

Adhere to established standards in resolving problems.

Track calls and enter solution data into solution base.

Qualifications

Associates degree or 1-year work experience

Excellent customer service and interpersonal skills.

Excellent telephone etiquette.

Excellent organizational skills.

Demonstrate problem-solving skills.

Strong oral and written communication skills.

Ability to use customer service standards and follow guidelines, as well as to help others interpret policy.

Ability to maintain a high level of client trust and confidence in the group’s knowledge of and concern for client’s needs.

Broad range of experience in: Guidewire, Paymentus, Footprints, JIRA, DocuSign, AX, Alfa Link, Member Benefits Program, Alfa's Customer Account & Payment Portal, Right Now CRM, NICE InContact, The Farm, Kronos, Pulse Secure OKTA and any other system used by Alfa Service Centers.

This position consists of a rotated shift, 40 hours per week, between the hours of Monday - Friday 8:00 a.m. – 10 p.m. & Saturday 7:00 a.m. - 9:00 p.m. (including holidays). Training will occur in the Home Office Monday - Friday 8:00 a.m. - 4:30 p.m. for a number of weeks before remote work is permitted.

Benefits/Perks

Opportunity for annual performance bonus

Discounts on your auto insurance (underwriting approval required)

Benefits include: Health, dental, supplemental cancer, vision insurance and 401(k) plan

Paid Time Off Bank to include 3 days PTO available after first 80 hours worked for New Hires

Short-term and long-term disability

Flexible Healthcare and Childcare spending accounts for tax savings

Opportunities for advancement

Continuous training and support throughout your career with Alfa

College tuition discounts at various colleges in Alabama

This is a remote position.