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Customer Support Resource Analyst
2 months ago
Company Overview
Alfa Insurance is a highly-rated insurance provider offering a comprehensive range of automobile, home, life, farm, and business insurance solutions. Renowned for exceptional customer service, Alfa boasts a 94% claims satisfaction rate. Since its inception in 1946, Alfa and its affiliates have expanded to serve over 1 million clients across 14 states.
Joining Alfa Insurance means more than just handling customer inquiries and selling insurance; it’s about making a significant impact in the lives of policyholders and the community. It’s about fostering lasting relationships and being there during critical moments to safeguard what matters most. It’s about becoming part of a respected organization grounded in faith, family, community, and integrity.
Job Summary
Resource Analysts at Alfa Insurance are dedicated team members who take immense pride in representing the company, promoting its products, and delivering outstanding customer service. They play a vital role in assisting customers, the organization, and the sales team by providing tailored customer service and sales opportunities to support Alfa's growth in the market.
Key Responsibilities
- Deliver exceptional support to customers, demonstrating a high level of customer service, technical knowledge, and promptness.
- Provide initial assistance for identified issues; escalate support tickets to higher-level personnel as needed.
- Assist clients and team members with quoting, binding, policy modifications, payments, and claims processing.
- Follow established protocols for problem resolution.
- Document calls and input solution data into the solution database.
Qualifications
- Associate's degree or a minimum of one year of relevant work experience.
- Outstanding customer service and interpersonal abilities.
- Proficient telephone communication skills.
- Strong organizational capabilities.
- Demonstrated problem-solving aptitude.
- Excellent verbal and written communication skills.
- Ability to adhere to customer service standards and assist others in understanding policies.
- Capacity to maintain a high level of client trust and confidence in the team's expertise and concern for client needs.
- Familiarity with a variety of systems including 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 other systems utilized by Alfa Service Centers.
This role involves a rotating shift, requiring 40 hours of work per week, with hours spanning Monday to Friday from 8:00 a.m. to 10:00 p.m. and Saturday from 7:00 a.m. to 9:00 p.m. (including holidays). Initial training will take place in the Home Office during standard business hours for several weeks before transitioning to remote work.
Benefits and Perks
- Potential for annual performance bonuses.
- Discounts on auto insurance (subject to underwriting approval).
- Comprehensive benefits package including health, dental, supplemental cancer, vision insurance, and a 401(k) plan.
- Paid Time Off Bank with 3 days of PTO available after the first 80 hours worked for new hires.
- Short-term and long-term disability coverage.
- Flexible healthcare and childcare spending accounts for tax savings.
- Opportunities for career advancement.
- Ongoing training and support throughout your career with Alfa.
- College tuition discounts at various institutions in Alabama.
This position is designed for remote work.
