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Customer Services & Support
Allstate Identity Protection Hiring for Customer Care Specialist (Billing-Contact Center-email/phone support) at Chicago, IL Full Time
Full Job Description
We are Allstate Identity Protection (formerly, InfoArmor), a wholly-owned subsidiary of Allstate since 2019 helping our subscribers safeguard their personal information, data they share, and the relationships they treasure.
Our product is a proactive identity monitoring service that alerts subscribers at the first sign of fraud and fully restores their identity. Our new Allstate Digital Footprint™ feature offers a simple way for customers to see and secure their data and is our next step in reinventing digital and identity protection.
CUSTOMER CARE SPECIALIST- OPEX- OVERVIEW
We are looking for helpful customer service heroes to protect the identity of our subscribers. No cold calls, no sales calls, no collections, no limit on talk time.
Position Type & Expected Hours of Work
This is a Full-Time position. Days and hours of work are varied and will change periodically. The Customer Care Center is open 7 days per week.
CC-OpEx specialist will work Monday through Friday; occasional weekends (with overtime pay). Working days does include most holidays.
The work hours are between 7 am to 6 pm CST; employees schedules are either 5 days /8-hour shifts or 4 days/10-hour shifts
Location and Onsite work : Employees will work at the Merchandise Mart office -222 W Merchandise Mart Plaza, Chicago, IL 60654
Compensation: The base hourly pay for this role starts at $23 an hour non-exempt (potential for overtime pay). Top performers have the potential for quarterly bonus dependent on SMART goals.
Benefits: 100% Employer-paid medical premiums (after six months), 25 days of Paid Time Off, Paid Training, potential for Quarterly Bonuses, Career Growth Opportunities, Tuition Reimbursement (after a year), 401k contribution (matching available), Free Identity Protection enrollment (employee + immediate family members) and other benefits
The Customer Care – Operational Excellence (CC-OpEx) team – Chicago
Currently eleven members all ing to Senior Director, Customer Care and Process Optimization
Team primarily supports the Customer Care department in Arizona, secondary duties involve answering customer care calls both inbound and outbound
Trainings Overview: Customer Service excellence, responding to Subscriber Email Inquires and handling complex billing inquires
Job duties
Billing and related functions: 60%
Handle all Direct to Customer billing inquiries
Analyze, clarify, and resolve account-related questions
Email correspondence with regards to customer inquires
Attend inbound and outbound calls 40%
Mostly on Mondays and Fridays and whenever spikes appear
Act as an advocate for our subscribers in assisting them with the navigation of web-based tools and assessing identity theft situations to determine escalation.
Essential Functions
- Act as the first resource for Allstate Identity Protection subscriber questions and requests.
- Assist with inbound and outbound calls, subscriber and direct to consumer billing, email response and other specialized customer care functions including CCPA.
- De-escalate difficult subscriber situations.
- Demonstrate a high degree of empathy, compassion, and professionalism.
- Collaborate with other team members and be a change champion
Required Education, Experience and Skills
- High School Diploma or GED
Two plus years of Customer Services experience
Basic accounting (debit/credit) knowledge- Strong formal oral and written communication skills and ability to communicate clearly
- High proficiency typing skills
- Dependability and strong work ethic
- Have passion to provide a great customer experience
- Highly adaptable and a focus on self-development
Preferred Education and Experience
- Associates or Bachelor’s degree
- Call Center experience
Experience working in a billing, claims or related role
The hourly salary for this role is $23 an hour Non-Exempt (potential for overtime pay) calculated to $47840 yearly annual pay.
Role includes discretionary quarterly bonus (dependent on various factors) and annual benefits such as 100% Employer-paid medical premiums (after six months), 25 days of Paid Time Off, Paid Training, potential for Quarterly Bonuses, Career Growth Opportunities, Tuition Reimbursement (after a year), 401k contribution (matching available), Free Identity Protection enrollment (employee + immediate family members) and other benefits
#LI-remote
Employment Criteria
The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen
Additional Information
AIP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
We are committed to the full inclusion of all qualified individuals. As part of this commitment, AIP will provide reasonable accommodations to all qualified individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment.
Please let us know if you need a reasonable accommodation.
Employee Privacy Statement:
Your privacy is very important to us. Allstate Identity Protection is a wholly owned subsidiary of the Allstate Corporation. To find information on our privacy practices as it relates to the collection, use and sharing of personal information relating to prospective, current, and former employees in the United States, see the Allstate US Employee Privacy Statement.
AIP uses the E-Verify employment verification program.
By submitting this application, I confirm that I have submitted the correct and accurate information that AIP can verify from their background check provider.