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Customer Resolution Specialist (Bilinguals (Spanish/English) Also Encouraged to Apply) more...
Location:Roanoke, VA
First posted:June 08, 2017 (last updated 2 weeks 4 hours ago)

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

Under general direction facilitates the resolution of high level, escalated or sensitive customer/consumer complaints from all areas within Allstate to improve customer loyalty and provide final resolution.  Requires ability to complete detailed investigation to determine root cause and assign appropriate coding.  Customer Resolution Support will speak with customers via telephone to build rapport and diffuse difficult conversations.


Tentative Start Date: Monday, August 7th 2017

Work Schedule: 9:30 a.m.-6:00 p.m. Monday-Friday


Key Responsibilities


  • Investigates and resolves complex customer/client problems/concerns in a timely manner:
  • Facilitates resolution of high level, escalated or sensitive customer/consumer complaints
  • Conducts complaint resolutions by either verbal or written contact with the customer/consumer using a broad level of discretion
  • Investigates researches and validates complaint resolution with other business units 
  • Distributes incoming receipts amongst team members for business area 


Identifies and documents customer/consumer irritants to support root cause analysis:

  • Completes detailed investigation to determine root cause and assigns appropriate company codes and categories 


Maintains, builds and/or repairs client relationships:

  • Adapts interactions to different people and situations to ensure delivering a message that resonates with the audience while presenting challenging

Job Qualifications

  • Prior customer experience (1 year minimum)
  • Computer Proficiency - Intermediate PC skills and knowledge including hardware and software
  • Excellent communication skills (both written and oral)
  • High school diploma or equivalent required
  • Regular, predictable attendance is an essential function of this job

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.

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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