Ent Svc-Processing Support- Sr Assoc

Where good people build rewarding careers.

Think that working in the insurance field cant be exciting, rewarding and challenging? Think again. Youll help us reinvent protection and retirement to improve customers lives. Well help you make an impact with our training and mentoring offerings. Here, youll have the opportunity to expand and apply your skills in ways you never thought possible. And youll 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

Processes, reviews, and investigates issues related to policies and/or systems by utilizing extensive knowledge of applications, using a broad level of discretion. May monitor and verify quality or timeliness and train peers. Conducts and supports system and application testing/validations. Utilizes a wide variety of systems and media channels to investigate and resolve inquiries to improve customer loyalty and provide final resolution. Possesses ability to complete detailed investigation to determine root cause and provide guidance and knowledge to other business areas.

Key Responsibilities

Reviews and investigates issues related to policies and/or systems

• Identifies, validates, and analyzes system issues.
• Coordinates resolutions of complex issues.
• May provide guidance/feedback to others to resolve system issues to include translation of programming language into processing language.
• Facilitates the resolution of highest level, escalated or sensitive customer/consumer complaints. May process high profile/officer concerns.
• Investigates, researches, and validates complaint resolution with other business units. Responds to escalated issues.
• Notifies internal/external business partner of final resolution when appropriate.
• May investigate and provide testimony in trials/depositions.
• Researches and responds to inquiries regarding rules and rates interpretations, contract, and/or products.
• Leads root cause problem solving, provides expertise and direction on process improvements and efficiency gains.

Conducts and supports system and application testing based on business unit needs.

• Under minimal direction, tests and validates systems and applications to ensure issue is resolved and meets identified requirements.
• Provides results to system and application areas along with recommended changes, if needed.
• May assist in defining code fix for systems.
• Verifies and escalates reported findings.
• Provides functional expertise on system applications.

Demonstrates understanding of business platforms, processes, and environment.

• Under minimal direction, utilizes extensive knowledge of applications to resolve complex issues and may provide consultation in the design and impact of applications and/or support procedures.
• Is a resource to team members provides training, support, and helps resolve complex problems.

Ensures successful completion of projects

• Participates as a resource on projects.
• Uses appropriate tools and techniques to meet project deliverables.

Key Responsibilities (Cont'd)

Processes business related functions in accordance with internal and external business requirement guidelines

• Performs highly complex processing.
• Transfers knowledge through training and consulting.
• May direct, lead or consult on complex investigation efforts that may include internal/external audits or examinations.
• Creates and maintains functional documentation.
• May contribute to advanced analytic and metric research.
• Maintains, reports, manages work conditions and deliverables based on business unit needs.

Interacts with business partners and customers

• Interacts in challenging and complex situations with internal and external business partners via phone, correspondence and/or in person.
• May organize, facilitate and/or participate in meetings with internal and external business partners across global footprint.
• Presents complex information independently.
• Creates and maintains documentation and acts as a resource on guidelines and procedures.

Monitors and verifies quality based on business unit needs

• Demonstrates subject matter expertise within key areas of responsibility and recognizes impacts to related areas.
• Monitors and provides status updates on quality and/or timeliness expectations. Assures consistency and quality of support processes according to area of responsibility.
• Provides feedback to peers and business partners. Documents, reports, and communicates performance. May identify quality trends, communicate, and provide recommendations and root cause analysis of skill and service gap. Answers questions and/or initiates solutions concerning processes and quality standards. May assist in development of monitoring standards.
• May review and analyze internal/external audit results.

Key Responsibilities (Cont'd)

Trains peers and colleagues based on business unit needs

• Coordinates and conducts training of support processes for new and existing representatives.
• Tracks attendance and development of trainees. Maintains and creates accurate and updated training materials. May create and maintain online knowledge information tool.
• Maintains process knowledge in order to effectively transfer information.
• Proactively identifies areas requiring improvement.

Gives and receives constructive formal/informal coaching, feedback, based upon observed and/or recorded performance.

Job Qualifications

• High school diploma or equivalent required.
• Proficient in Microsoft Office: Excel, Word, and Outlook.
• Related work experience required.
• High levels of knowledge related to the process and could participate on a process improvement related to the process.
• Ability to deliver complicated information effectively and efficiently, selecting the appropriate message for the audience. Facilitates open communication across functions and within unit.
• Communicates in the terminology and environmental situation of the audience/listener, modifying the message to gain understanding.
• Ability to resolve difficult problems and implement solutions that may go beyond the scope of initial client or user complaint.
• Uppermost levels of expertise in applying standards and procedures in challenging and complex situations.
• Assertively and willingly works to resolve conflicts, issues and differences of opinions. Adapts communication style according to needs of projects and people.
• Capable of successfully demonstrating quality management techniques with a group without requiring support and instruction from others.

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 thats 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, youll 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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