The Allstate Corporation is the nation’s largest publicly held personal lines insurer. A Fortune 100 company, with $156 billion in assets, Allstate sells 13 major lines of insurance, including auto, property, life and commercial. Allstate also offers retirement and investment products and banking services. Allstate is widely known through the “You’re In Good Hands With Allstate®” slogan. Allstate was founded in 1931 and became a publicly traded company in 1993.
The Service Operations Client Experience Team is looking for a Client Wellness Senior Consultant. This Senior Consultant will collaborate with internal and external partners to provide for ongoing maintenance, improvements and acquisition of customer experience data collection and reporting systems.
Responsibilities:
- Leads a team of internal Escalated Communication Specialists and vendor service representatives that are responsible for the resolution of customer/client complaints within cycle-time and quality specifications.
- Manages vendor relationships responsible for company correspondence processes.
- Provides for the creative translation of strategic customer/client initiatives into tactical action plans to maximize operational effectiveness.
- Develops strong cross functional relationships providing influential and authoritative influence.
- Responsible for the handling of regulatory complaints including working cross functionally with legal, compliance and other teams to ensure a timely and appropriate resolution.
- Will provide strategic support during new program launches to support the connection between client brand and customer experience.
- Will lend customer experience expertise to cross functional teams to assist in the alignment of processes with desired customer experience outcomes.
- Will lead strategic improvement projects as needed to enhance the customer experience.
*Some overnight travel may be required.
Experience:
- 10 + years customer experience background
- Experience working on the phones
- Experience training employees that have worked on the phone
- 3 + years team management experience
- Project management experience
- Utilizes process improvement methodology tools such as Six Sigma, TQM, Lean or JURAN
Skills:
- Expert level champion and practitioner of industry customer experience best practices.
- Creates a motivational work environment for team members through positive reinforcement, empowerment and development.
- Superior written and verbal communication skills
- Strong presentation skills in support of client relationship initiatives.
- Controllership responsibilities for customer accommodation process.
Education:
Bachelors degree
Additional Information:
