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Job ID :
Location :
Charlotte, NC US
Level :
Entry Level Professional
Job Category :
Call Center
Description :

Where good people build rewarding careers.

Think that working in the insurance field can’t be exciting, rewarding and challenging? Think again. You’ll help us reinvent protection and retirement to improve customers’ lives. We’ll help you make an impact with our training and mentoring offerings. Here, you’ll have the opportunity to expand and apply your skills in ways you never thought possible. And you’ll have fun doing it. Join a company of individuals with hopes, plans and passions, all using and developing our talents for good, at work and in life.

Job Description


Allstate Business Insurance (ABI) is currently hiring Agency Contact Center Representatives to join our team in Charlotte, NC. 

The Agency Contact Center team is responsible for responding to basic and complex inbound telephone and written inquiries from agents and support staff by providing timely and accurate information regarding commercial policy activity, complex billing inquiries, system navigation support, and product and market direction.  The team is also responsible for follow up emails and outbound calls regarding billing and premium investigations.  Must adhere to performance metrics and Allstate attendance guidelines. 
The Agency Contact Center Representative provides ongoing assistance to agents and support staff utilizing Allstate Business Insurance’s (ABI) new platform, products and procedures. The Agency Contact Center team provides support through various channels but not limited to telephone, email and chat.


  • Tentative Start Date: 1/22/2018
  • Training Schedule: 9:00 am - 5:30 pm, M-F (approx. 8 weeks) 
  • Work Schedule: 11:30 am - 8:00 pm, M-F
  • Salary: $31,200 per year
  • Benefits effective first day of employment!

Key Responsibilities:

  • Answers routine and complex system questions posed by agents and support staff, pertaining to system navigation, system issues, billing and coverage’s, process and procedures etc.; in most cases during the initial phone call, in a professional manner.
  • Provides callers with market direction navigation, classification navigation, and coverage and eligibility assistance.
  • Communicates information to agents and support staff as needed related to set process and procedures in order to ensure an efficient process flow.
  • Manages multiple online systems and resources
  • Actively listens to agent or support staff’s issues or questions, showing interest and compassion.
  • Analyzes and sorts information provided to determine the appropriate resolution, or appropriate area to handle.
  • Responsible for follow up e-mails in a timely and accurate manner, making outgoing calls, as necessary, to notify agent of inquiry/problem resolution. 
  • Documents important information regarding telephone interaction in a call log system.
  • Initiates investigation of system problems.
  • Forwards requests to appropriate area follow-up if necessary.
  • Identifies and follows appropriate call escalation procedures.
  • Prepares the appropriate form in a clear and concise manner to expedite handling.
  • Exhibits the flexibility necessary to ensure customer focused quality. Communicates important information to agencies, underwriters, leaders etc.
  • Partners with others to resolve issues and improve results.
  • Performs other duties as assigned.

Job Qualifications

  • High School diploma or equivalent required
  • Minimum of 1 year of customer service experience
  • Basic PC aptitude
  • Ability to work well independently, as well as a part of a team
  • Strong discipline to adhere to schedule
  • Advance call handling skills and behaviors
  • Advance communication skill, inclusive of verbal, written and interpersonal
  • Ability to quickly learn new product and procedures in order to apply knowledge to inbound customer needs
  • Commitment to customer service excellence required
  • Must be able to exhibit patience, attentiveness, and caring during all contacts
  • Must possess strong listening skills and have the ability to distill complex inquiries into simple solutions


The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.

Good Work. Good Life. Good Hands®.

As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.

Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

For jobs in San Francisco, please see the notice regarding the San Francisco Fair Chance Ordinance.

For jobs in Los Angeles, please seethe notice regarding the Los Angeles Ordinance.

It is the policy of Allstate to employ the best qualified individuals available for all jobs without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity/gender expression, disability, and citizenship status as a veteran with a disability or veteran of the Vietnam Era.


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