Inside Service 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. The company is proud to have been named a Best Employer in Canada for nine consecutive years and prioritizes supporting employees and fostering an inclusive, welcoming corporate culture. Allstate is committed to making a positive difference in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism. Serving Canadians since 1953, Allstate strives to provide reassurance with its "You’re in Good Hands®" promise.

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: Home-Based
Hours of Operation: 7 am - 8 pm EST

Rotational shifts

Benefits to joining Allstate

• Flexible Work Arrangements

• Employee discounts (15% on auto and property insurance, plus many other products and services)

• Good Office program (receive up to 400$ back after purchasing office equipment)

• Student Loan Payment Matching Program for Government Student loans

• Comprehensive Retirement Savings Program with employer matched contributions

• Annual Wellness allowance to support employees with improving health and wellbeing

• Personal reflection day

• Tuition Reimbursement

• Working within the community and giving back!

Our team is growing, and we are actively looking to hire Inside Service Agents! Reporting to the Manager, Inside Service, you will be responsible to answer service and billing calls and take first notice of loss (FNOL) calls from customers. 

The Inside Service Agent takes the “You’re in Good Hands” philosophy and makes it real – delivering on our promises to consumers every day.  Our hours of operation are Monday to Friday (7 am to 8 pm EST).  Our standard work week is 37.5 hours, and each employee must rotate their work schedule to ensure all hours of operation are staffed appropriately.  Therefore, as a condition of employment, we are looking for individuals who are available to work all hours of operation. 

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.

• Upselling and cross selling Auto and Property products in accordance with the Allstate’s underwriting guidelines.

• Provide support and guidance when handling First Notice of Loss (FNOL) claim calls.  Document loss details in the claim system and perform specified tasks and ensure claim is transferred/assigned to a Claim Advisor.

• Meet and exceed key performance and attendance metrics.

Qualifications:

• Post-secondary education or equivalent work experience

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

• Must have 1 - 3 years customer service experience.

• Must speak, read and write French & English.

• Proficient computer skills in MS Office applications.

• This is a work from home position.  You must have a space conducive to working from home.

• Ability to work evenings is required.

Bonus qualification:

• Call center and insurance experience is preferred.

Allstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodation, please let us know and we will work with you to meet your needs.

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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.®