Customer Service Associate III, Voice Process

Allstate

. Handle moderate to complex inquiries regarding various types of policies and billing .

Posted 11/12/2026full-timePune • IndiaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates proficiency in handling customer inquiries related to insurance policies and billing, ensuring accurate processing of policy changes and effective communication. Utilizes active listening and empathy to enhance customer satisfaction and identify cross-sales opportunities.

Highest-signal resume keywords

Insurance Policy KnowledgeCustomer Service SkillsDatabase ManagementInbound/Outbound Call HandlingCross-Sales Identification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Policy Change ProcessingBilling Inquiry ResolutionCustomer Documentation HandlingInformation TrackingMarketing Campaign Awareness

Soft Skills

Active ListeningEmpathyProfessional CommunicationProblem-SolvingCompassion

Tools & Technologies

Database ToolsCommunication Platforms

Industry Keywords

Insurance PoliciesCustomer SatisfactionService ConcernsFirst-Call ResolutionCustomer Inquiries

About the role

Key responsibilities & impact

Handle moderate to complex inquiries regarding various types of policies and billing
Address inquiries from internal or external customers efficiently, professionally, and accurately
Resolve service concerns and routine, complex, and unique customer questions/issues
Document customer requests and complete changes to policies
Provide customer service through inbound/outbound calls, correspondence, other communication sources, and call transfers
Input and track information in appropriate databases
Remain current on new marketing campaigns to respond appropriately to marketing-related inquiries
Handle customer documentation requests, explain documents, communicate required follow-ups, and provide updates
Process policy changes accurately based on customer-provided information
Identify cross-sales opportunities where applicable
Use probing questions and active listening to demonstrate interest, compassion, and empathy
Facilitate first-call resolution and customer satisfaction on all handled transactions

Requirements

What you’ll need

Any Graduate
0-2 years experience (Preferred)
Working knowledge of insurance policies and related processes and procedures
Ability to handle moderate to complex policy and billing inquiries
Ability to handle customer documentation inquiries and explain documents and required follow-ups
Ability to process changes to customer policies accurately
Ability to identify cross-sales opportunities, if applicable
Ability to use appropriate databases and resource tools
Ability to handle inbound/outbound calls, correspondence, communications sources, and call transfers
An equivalent combination of education and experience may be considered in lieu of the education requirements
Shift C (India)

Benefits

Comp & perks

Opportunity to develop skills and advance professionally
Work with a winning team making a meaningful impact
Opportunity to challenge the status quo and shape the future of protection