Customer Care Agent

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

This position is responsible for handling basic to complex telephone/email/chat/fax inquiries from internal and external customers in an efficient, professional, and accurate manner. Provides customers with product knowledge and resolves customers concerns. Utilize functional expertise and knowledge of the business to support, develop and lead new initiatives, and maximize growth and profitability of the business.

Who is Allstate:

Allstate Insurance Company of Canada is a leading home and auto insurer focused on providing its customers prevention and protection products and services for every stage of life. Serving Canadians since 1953, Allstate strives to reassure both customers and employees with its “You’re in Good Hands®” promise and is proud to have been named a Best Employer in Canada for nine consecutive years. Allstate is committed to making a positive difference in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism. To learn more, visit www.allstate.ca. For safety tips and advice, visit www.goodhandsadvice.ca.

Through our Employee Value Proposition, Opportunity, Flexibility, Community, Diversity and Family, we have worked hard to develop and nurture a culture where employees feel valued, experience personal growth, have career options and truly enjoy the work they do. 

Role Designation: Hybrid

Agency address: 655 Baseline Road, Suite 62 Sherwood Park, AB T8A 5V9

Our team is growing, and we are actively looking to hire Customer Care Agents! Reporting to the Manager, Regional Service, you will be responsible to answer service and billing inquiries over the phone and in person from customers. 

The Customer Care Agent takes the “You’re in Good Hands” philosophy and makes it real – delivering on our promises to consumers every day. Our agencies are open from Monday to Friday (9am to 6 pm). Our standard work week for agency staff is 37.5 hours, and each employee must rotate their work schedule so that the Agency is staffed appropriately.

Accountabilities:

Respond to customer inquiries about their policy in a professional manner.

Be knowledgeable of all Allstate policies and procedures in the province(s) you are licensed in. 

Provide personalized service while being a Trusted Advisor with respect to insurance.

Promote Allstate features and benefits as part of ongoing portfolio reviews.

Manage policy renewal process and client inquiries to make changes to their policies.

Reply to on-line requests as required

Promote client loyalty through attention to detail and relationship building during policy renewals and updates.

Meet and exceed key performance and attendance metrics.

Qualifications:

Post-secondary education or equivalent work experience

Must have General Insurance License (OTL) or General level 1 insurance license or be willing to obtain for the province you are located in.

Greater than 1 year customer service experience

Proficient computer skills in MS Office applications.

This is a hybrid position. You must be able to commute to and from the agency and have a space conducive to working from home. 

Bonus Qualifications:

Call center, face to face customer service experience and insurance experience is preferred.

Skills

Consumer Protection, Customer Centricity, Customer Data Management, Customer Insights, Digital Literacy, Inclusive Leadership, Learning Agility, Relationship Building, Results-Oriented, Stakeholder Relationship Management

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.®

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