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Job ID :
94745
Location :
Columbia, MD US
Level :
Entry Level Professional
Job Category :
Claims
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.


Long Description

Allstate Insurance has an exceptional opportunity for an Experiences Auto Customer Service Advocate in Columbia, MD! 

 

The Support Function is responsible for assisting claims professionals or a Field office by performing analysis or activities related to customer satisfaction, loss, and expense management, or other claim activity.  Support may include clerical data entry, processing claims, medical, and witness report requests, filing paper documents, processing claims payments, and performing word processing. Support also may include obtaining first notice of loss reports from claimant/agent via telephone/fax/mail/internet. Auto claims involve the evaluation and resolution of physical damages to vehicles.

Job Summary

Under limited supervision, this job is responsible for monitoring the activities of area Good Hands Repair Network (GHRN) shops, providing status updates, responding to customer or shop questions, managing moderately complex and occasionally complex issues and collaborating with leadership to maximize production and favorably impact loss adjustment expenses. This individual can negotiate moderate-level pricing for parts & repairs, determine appropriate shop location to do work, and makes recommendations and/or decisions to ensure quality control is met. The individual delivers compassionate service that is fast, fair, and easy in all dealings and communications with both internal and external contacts, to ensure customer retention. The individual works independently, prioritizing the individual's own responsibilities, and managing the individual's own workload. The individual also consistently meets band level behaviors, production, quality, and/or customer service goals.

 

Key Responsibilities

Customer Service

  • Makes and maintains a connection with the customer by understanding and meeting their needs, and resolving their issues; serves the customer with empathy; and follows up to ensure that customer needs have been met
  • Researches and responds to moderately complex and occasionally complex customer communications, concerns, conflicts or issues
  • Reviews customer satisfaction results; works independently to create personal action plans
  • Serves as primary liaison between the GRHN shops, customers, and adjusters, negotiating appropriate actions to resolve customer issues and/or repair needs; assists with shop questions and helps determine appropriate actions to resolve moderately complex and occassionally complex coverage and repair quality issues; processes claim payments
  • Review, analyze and determine actions needed to resolve moderately complex and occasionally complex agent and vendor inquiries relating to claim

File Documentation and Reporting

  • Summarizes documents and enters into claim system notes
  • Documents a claim file with notes, evaluations and decision making process

File Review/Quality Assurance

Reviews system reports to identify trends or issues; provides information and observations to management; and recommends strategies to address challenges and quality control

Other Projects and Responsibilities

  • May participate in one or more moderately complex or occasionally complex special assignments
  • May serve as a committee team lead for medium-sized projects or as a committee team member on medium to large projects
  • Researches and recommends alternative parts in a moderately complex and occasionally complex claim
  • Reviews customer satisfaction results and may determine course of action

Competencies

Building Partnerships

Collaborating

Customer Orientation

Decision Making

Influence Others

Job Description

 

Allstate Insurance has an exceptional opportunity for a GHRN Administrator in Columbia,MD!

 

The Support Function is responsible for assisting claims professionals or a Field office by performing analysis or activities related to customer satisfaction, loss, and expense management, or other claim activity.  Support may include clerical data entry, processing claims, medical, and witness report requests, filing paper documents, processing claims payments, and performing word processing. Support also may include obtaining first notice of loss reports from claimant/agent via telephone/fax/mail/internet. Auto claims involve the evaluation and resolution of physical damages to vehicles.

Job Summary

Under limited supervision, this job is responsible for monitoring the activities of area Good Hands Repair Network (GHRN) shops, providing status updates, responding to customer or shop questions, managing moderately complex and occasionally complex issues and collaborating with leadership to maximize production and favorably impact loss adjustment expenses. This individual can negotiate moderate-level pricing for parts & repairs, determine appropriate shop location to do work, and makes recommendations and/or decisions to ensure quality control is met. The individual delivers compassionate service that is fast, fair, and easy in all dealings and communications with both internal and external contacts, to ensure customer retention. The individual works independently, prioritizing the individual's own responsibilities, and managing the individual's own workload. The individual also consistently meets band level behaviors, production, quality, and/or customer service goals.

 

Key Responsibilities

Customer Service

  • Makes and maintains a connection with the customer by understanding and meeting their needs, and resolving their issues; serves the customer with empathy; and follows up to ensure that customer needs have been met
  • Researches and responds to moderately complex and occasionally complex customer communications, concerns, conflicts or issues
  • Reviews customer satisfaction results; works independently to create personal action plans
  • Serves as primary liaison between the GRHN shops, customers, and adjusters, negotiating appropriate actions to resolve customer issues and/or repair needs; assists with shop questions and helps determine appropriate actions to resolve moderately complex and occassionally complex coverage and repair quality issues; processes claim payments
  • Review, analyze and determine actions needed to resolve moderately complex and occasionally complex agent and vendor inquiries relating to claim
  • May assist shops with researching or ordering parts

File Documentation and Reporting

  • Summarizes documents and enters into claim system notes
  • Documents a claim file with notes, evaluations and decision making process

File Review/Quality Assurance

Reviews system reports to identify trends or issues; provides information and observations to management; and recommends strategies to address challenges and quality control

Other Projects and Responsibilities

  • May participate in one or more moderately complex or occasionally complex special assignments
  • May serve as a committee team lead for medium-sized projects or as a committee team member on medium to large projects
  • Researches and recommends alternative parts in a moderately complex and occasionally complex claim
  • Reviews customer satisfaction results and may determine course of action
  • Reviews, resolves and responds to moderately complex and occasionally complex arbitration contentions

Job Qualifications

789

  • Bachelors degree in related field preferred or equivalent experience
  • Ability to interact effectively with internal or external customers and act with empathy
  • Beginning to apply knowledge of insurance policy, coverage, and regulation
  • Beginning to apply knowledge of claim processes, policies, procedures, claim systems, coverage, liability, damage estimating, and/or settlement, and adherence to applicable legal compliance standards
  • Beginning to apply industry knowledge to discipline practices, including best practices, to support the business unit
  • Beginning to apply knowledge of basic analytical procedures to reconcile, manipulate, and recognize patterns of data
  • Beginning to apply knowledge of standardized problem solving and preparation of basic reports for analysis
  • Beginning to apply ability to leverage learned technical skills in support of team objectives
  • Beginning to apply negotiation and/or arbitration skills
  • Beginning to apply conflict management and problem resolution skills in managing internal and external customer relationships
  • Ability to investigate, evaluate, negotiate and settle basic and occasionally moderately complex claims
  • Provides individual decision making within authority limits
  • Has and maintains all appropriate licenses and registrations for the role per state requirements


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.

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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.

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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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