Customer Care Operations Specialist

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Allstate

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1931

💼 Consultoria

📦 Logística

🛡️ Seguros

💰 Post-IPO Equity em 2014-01

Consulting • Logistics • Insurance

A Allstate é uma líder do setor na oferta de soluções de seguros, com foco em proteção de residências, automóveis, dispositivos e identidade. Com um compromisso com o bem-estar dos clientes, a Allstate visa proporcionar tranquilidade e segurança financeira para seus clientes. A empresa também enfatiza o impacto comunitário e a sustentabilidade por meio de várias iniciativas, demonstrando sua dedicação à responsabilidade social e à mudança positiva.

Descrição

• Support leadership with departmental projects, process improvement initiatives, and recommendations that enhance customer experience, quality, and operational efficiency. • Provide call, quality, and documentation coaching to representatives while assisting with onboarding and new hire development. • Train and mentor team members on insurance tracking processes, lender requirements, policy review, case research, and issue resolution. • Serve as a subject matter expert for complex borrower, lender, insurance carrier, and internal inquiries. • Partner with internal departments and external business partners to resolve escalated cases and ensure timely follow-up. • Interpret and apply NGLS policies, client requirements, procedures, and regulatory guidelines while researching and resolving customer concerns. • Maintain expertise across assigned lender portfolios, insurance tracking processes, systems, and departmental procedures. • Assist with the review and resolution of escalated requests, disputes, CSARs, and exception cases using sound judgment and critical thinking. • Promote quality, compliance, first-contact resolution, and accurate documentation through consistent coaching and guidance. • Respond professionally and effectively to a high volume of complex inquiries from borrowers, lenders, insurance agents, carriers, and internal stakeholders. • Identify trends, knowledge gaps, and process improvement opportunities and communicate recommendations to leadership. • Support a positive team culture through collaboration, accountability, knowledge sharing, and ongoing employee development.

🎯 Requisitos

• High School Diploma. • Strong communication, critical thinking, and problem-solving skills. • Strong quality and customer experience performance. • Ability to lead, coach, and support team members in a fast-paced environment. • Customer service expertise and leadership responsibilities. • Ability to handle escalated situations and make decisions. • Ability to balance individual responsibilities while supporting a team. • Ability to work with different departments and business partners. • Knowledge of insurance tracking processes, lender requirements, policy review, case research, and issue resolution.

🏖️ Benefícios

• The posting does not specify benefits or compensation extras.