Call Center Resource Analyst I
Job title: Call Center Resource Analyst I in Montgomery, AL at Alfa Insurance Corporate Careers
Company: Alfa Insurance Corporate Careers
Job description: Company OverviewAlfa Insurance® is an A-rated insurance carrier that offers an excellent array of auto, home, life, farm and business insurance products. Alfa® is known for its superior service and received the highest score in the Southeast region of the J.D. Power 2024 U.S. Auto Insurance Study, which measures customer satisfaction with auto insurance providers. Since its humble beginnings in 1946, Alfa and its affiliates now serve more than 1 million customers across 14 states.Working for Alfa Insurance® is more than just servicing customers and selling insurance. It’s making a difference in the lives of your policyholders and the community. It’s creating lifelong relationships. It’s about being there when it matters most and protecting those things that are most important. It’s becoming part of a well-respected company that is based on faith, family, community, and integrity.Job SummaryAlfa Insurance Resource Analysts are team players that take exceptional pride in the company they represent, the products they sell and in providing excellent customer service. They assist our customers, the company, and our sales force in providing unique, personalized customer service and sales opportunities to continue Alfa's growth in the marketplace.Responsibilities
- Provide quality sales, service, and support to customers and employees, employing a high degree of customer service, technical expertise, and timeliness.
- Provide first-level assistance for defined problems; escalate trouble tickets as necessary to higher-level staff.
- Assist customers and employees with quoting, binding, policy amendments, payments, and claims.
- Process daily transactions accurately while also following instructions, staying updated, and asking questions to appropriate departments.
- Actively work towards enhancing the quality and efficiency of the Customer Resource Center which includes participating in all training sessions.
- High school diploma required; Associates Degree preferred.
- Complete and pass the state required Insurance Producer licensing exam and be able to obtain Producer License.
- Apply for the required non-resident license within 30 days from the date of hire.
- One year work experience required.
- Excellent customer service skills and interpersonal skills; telephone etiquette.
- Ability to use customer service standards and follow guidelines, as well as to help others interpret policy, procedures, and systems.
- Capable of involvement in multiple projects through all life-cycle phases, ensuring they are in accordance with established direction and standards .
- Strong oral and written communication skills (technical and non-technical).
- Broad range of experience in: Guidewire, Paymentus, Footprints, JIRA, DocuSign, AX, Alfa Link, Member Benefits Program, Alfa’s Customer Account & Payment Portal, Right Now CRM, NICE InContact, The Farm, Kronos, Pulse Secure OKTA, and any other system used by Alfa Service Centers.
- Opportunity for annual performance bonus
- Discounts on your auto insurance (underwriting approval required)
- Benefits include: Health, dental, supplemental cancer, vision insurance and 401(k) plan
- Paid Time Off Bank to include 3 days PTO available after first 80 hours worked for New Hires
- Short-term and long-term disability
- Flexible Healthcare and Childcare spending accounts for tax savings
- Opportunities for advancement
- Continuous training and support throughout your career with Alfa
- College tuition discounts at various colleges in Alabama