HR Customer Care Specialist

Where good people build rewarding careers.

Think that working in the insurance field can't be exciting, rewarding and challenging? Think again. You'll help us reinvent protection and retirement to improve customers' lives. We'll help you make an impact with our training and mentoring offerings. Here, you'll have the opportunity to expand and apply your skills in ways you never thought possible. And you'll have fun doing it. Join a company of individuals with hopes, plans and passions, all using and developing our talents for good, at work and in life.

Job Description

The Allstate Ask HR Center is part of the Enterprise Human Resource strategy to provide a center for calls and processing for all employee work streams. This center, located in Northbrook, IL, provides a wide array of consulting services to employees and managers, as well as critical and timely processing, delivered through an inbound and outbound call center operation. This center has been launched in response to the need to provide a best in class center to support Allstate employees and its leaders with their Human Capital needs so they can focus their full attention to the Allstate bill paying customer.

As the major point of contact in the contact center, the Ask HR Customer Care Specialist investigates and solves enterprise-wide employee and manager problems by providing consultation through multiple channels (phone, e-mail, chat) around the full spectrum of HR services (e.g., programs, policies, processes, systems). These services include Performance Management, Payroll, Organization Management (OM), Paid Time Off (PTO), Talent Management, Compensation Management, and Talent Acquisition.

Key Responsibilities

  • Respond to general inquiries from employees, managers, 1-over-1 managers, and delegates on ESS, MSS, PCRs, Tools, and Job Aids.
  • Listen to and acknowledge customer requests with respect and empathy.
  • Respond to general inquiries from employees, managers, 1-over-1 managers, and delegates on ESS, MSS, PCRs, Tools, and Job Aids.
  • Provide a concierge service for processing Personnel Change Requests (PCR) which includes counseling on the appropriate fields to fill out when terminations, promotions, demotions, etc. need to be submitted
  • Utilize relationship building, judgment and probing skills to conduct exit interviews in order to collect data to analyze work environments and make strategic decisions with talent.
  • Advise and analyze the HR policy with managers to make human capital decisions such as compensating, rewarding, and talent movement decisions including terminations and promotions.
  • Educate and determine needs with managers for relocation packages and finalizing the initial step of the process
  • Assist customers in navigating HR or other resources.
  • Probe and gather information and make judgments and/or recommendations to customer as appropriate.
  • Proactively advise customers on requisite activities to complete full stream transactions.
  • Explains processes, requirements, and timelines related to the inquiry.
  • Diagnose system-related issues related to the Performance Management, Compensation, Succession, Development Plan, Talent Acquisition, etc.
  • Refer questions to appropriate vendor and set clear expectations around roles and responsibilities of all involved parties for the remainder of case.

Job Qualifications

  • Bachelor's Degree in Human Resources or a related area preferred
  • Deep understanding of HR's policies, procedures and programs
  • Holistic understanding of and insight into HR COEs, operations and key initiatives
  • Deep skills in one or more HR Subject Matter
  • Advanced written and communication skills, including e-mail, phone
  • Ability to exercise independent judgment and make decisions on behalf of the center to resolve issues
  • Strong client relationship skills - ability to establish, manage and leverage relationships with internal and external partners
  • Project management skills - ability to handle multiple tasks, prioritize and organize
  • Ability to empathize and handle end-to-end inquiries working to provide exceptional customer service
  • SAP knowledge is a plus
  • Creative thinking and problem solving
  • Team player and works best in a collaborative environment
  • Proficiency in Microsoft Suite and Human Resource Systems (MSS, Taleo, MyHR, etc) knowledge preferred

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 that's 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, you'll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.

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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 policy of Allstate to employ the best qualified individuals available for all jobs without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity/gender expression, disability, and citizenship status as a veteran with a disability or veteran of the Vietnam Era.

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