Loss Drafts Specialist

Allstate

22d • $20 - $26

About The Position

The Loss Drafts Specialist is responsible for assisting leadership of Loss Draft team in a call center environment by mentoring representatives, monitoring and coaching performance, resolving escalated calls and providing advice and guidance to support achievement of department quality and productivity standards.

Requirements

• High School Diploma or GED (Required)
• Shift for this role will ideally be M-F-10:30AM-7:00PM CST- Please note that the schedule may be subject to change based on business needs.

Nice To Haves

• 1+ years loss draft/claims experience (Preferred)

Responsibilities

• Assist with department initiatives by participating in assigned projects and assuming supervisory duties as required to support delivery of effective client and customer care programs and ensure team alignment with business goals
• Assist with resolution of escalated calls by utilizing knowledge and available resources to answer teammates’ questions, resolve customer inquiries and notify up-line of issues pending resolution
• Update key stakeholders on loss draft team progress by communicating with supervisors and managers to report issue status and provide feedback on team performance
• Support training of employees by reviewing training resources, instructing and assisting with workstation setup and distributing reference material to streamline transition of new hires into department functions
• Coach and develop loss draft representatives by supporting supervisors, mentoring team members and providing advice and feedback as required to guide success of loss draft team and meet service level expectations
• Contribute to effectiveness of customer service by promoting organizational policies and best practices, auditing random accounts for accuracy and compliance and monitoring calls against established metrics to ensure alignment with productivity and quality standards and achievement of service level agreements
• Provide subject matter expertise by utilizing comprehensive knowledge of processes, queues and client-specific procedures to support customers in multiple areas and assist team members and internal departments with complex situations

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED