At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.
Job Description
The position is responsible for serving as a designated subject matter expert (SME) on basic projects such as coordinating with the call center operations and quality control teams to improve efficiencies within the call center to increase the quality of customer relations and to improve overall service to all call center customers, and coordinating with the AB operations training unit to identify call center training needs and assist in the development of training materials.
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Position Overview:
We are looking for a motivated and knowledgeable Subject Matter Expert (SME) to join our team. In this role, you will serve as a key resource for both internal teams and customers, helping to drive efficiencies and improve the quality of service in our Call Center. You will collaborate with different operational and training teams, ensuring smooth and effective service delivery while enhancing customer experiences.
Key Responsibilities:
- Mandatory- Voice insurance experience in insurance field.
- Lead by Example: Act as a role model for the team by demonstrating strong work ethic, professionalism, and customer focus.
- Escalated Issues: Provide expert assistance in resolving escalated or supervisor-level calls, ensuring customer concerns are addressed in a timely and professional manner.
- Project Representation: Represent the Call Center on cross-functional projects, initiatives, or testing as needed to improve team and service performance.
- Training and Development: Assist in the creation, distribution, and implementation of training materials that enhance team capabilities and knowledge.
- Product Expertise: Demonstrate solid understanding of telecommunications, products, and related functionalities to provide accurate, high-quality support.
- Support for Customer Service Team: Respond to questions and provide guidance to customer service specialists, including managing help hotline inquiries.
- Training and Mentorship: Offer training to team members and guide them through the process of case research, issue resolution, and customer interaction.
- Policy Interpretation: Interpret a variety of policies, rules, and regulations, applying them to customer inquiries and service requests.
- Handle Complex Inquiries: Manage and respond to a high volume of complex inquiries from both internal and external customers, maintaining professionalism and customer focus.
Education and Experience:
Education: A 4-year bachelor's degree is preferred.
Experience: Experience: 0-3 years of experience in US Insurance is preferred. Equivalent combinations of education and experience may also be considered.
Supervisory Responsibilities: This role does not have supervisory duties.
Voice Profile:
Our ideal candidate is someone who thrives in dynamic, fast-paced environments and approaches challenges with a problem-solving mindset. You're the type of person who steps up to help others, whether by answering complex inquiries or providing support to your team. Communication is key - you can break down complex topics clearly and professionally, and you're adept at training others in a way that makes even the most difficult concepts accessible. You value collaboration, share knowledge generously, and are always striving for excellence in customer care.
Primary Skills
Call Center, Call Center Operations, Customer Experience Management, Customer Inquiries, Customer Service, Insurance, Performance Management (PM), Relationship Building, Stakeholder Relationship Management, Vehicle Insurance, Voice Support
Shift Time
Recruiter Info
Shital Balaji Holambe
sbaqr@allstate.com
About Allstate
Joining our team isn't just a job - it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.
You'll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we've proven that Allstate empowers everyone to lead, drive change and give back where they work and live.
Good Hands. Greater Together.
The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization's business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition.
Learn more about Allstate India here.