Customer Service Associate III

At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description

We are seeking a detail-oriented and customer-focused Claims Process Associate to support the end-to-end management of customer claims. The role involves reviewing claim submissions, validating documentation, processing claims accurately, and ensuring compliance with company policies and service-level agreements (SLAs). The ideal candidate should possess strong analytical skills, attention to detail, and the ability to deliver excellent customer service while managing multiple tasks efficiently. The job is proper US night shift and there will be different shifts to work.

Key Responsibilities

• Review, assess, and process claims in accordance with established guidelines and policies.
• Verify claim documentation for completeness, accuracy, and eligibility.
• Investigate discrepancies and gather additional information when required.
• Maintain accurate records of claim activities in internal systems.
• Communicate with customers, internal stakeholders, and external partners regarding claim status and requirements.
• Ensure claims are processed within agreed turnaround times and quality standards.
• Identify potential fraud indicators and escalate suspicious claims appropriately.
• Resolve customer inquiries related to claims professionally and efficiently.
• Adhere to compliance, regulatory, and company policy requirements.
• Participate in process improvement initiatives to enhance efficiency and customer experience.

• • Bachelor's degree or equivalent work experience.
• 1-3 years of experience in claims processing, customer service, insurance operations, or a related field.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office applications, particularly Excel and Outlook.
• High attention to detail and accuracy.
• Ability to work in a fast-paced, deadline-driven environment.
• Strong organizational and time management skills.

• • Experience with insurance, healthcare, warranty, or financial claims processing.
• Experience working with quality and compliance standards.
• Familiarity with process documentation and reporting.

• • Customer Focus
• Attention to Detail
• Analytical Thinking
• Decision Making
• Team Collaboration
• Accountability
• Adaptability
• Process Improvement Mindset

• • Claims processing accuracy
• Productivity and throughput
• SLA adherence
• Quality audit scores
• Customer satisfaction
• Compliance adherence