Regional Service Agent

Job summary

The Regional Service Agent handles customer inquiries regarding insurance policies and billing via phone, email, chat, and in-person interactions. They are responsible for promoting Allstate products, managing policy renewals, and maintaining high standards of customer service to ensure client loyalty.

Job details

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 The Customer Service Senior Associate handles basic to complex telephone/email/chat/fax inquiries from internal and external customers in an efficient, professional, and accurate manner. This individual provides customers with product knowledge and resolves customers concerns. This individual utilizes functional expertise and knowledge of the business to support, develop and lead new initiatives, and maximize growth and profitability of the business. Who is Allstate: Allstate Insurance Company of Canada is a leading home and auto insurer focused on providing its customers prevention and protection products and services for every stage of life. Serving Canadians since 1953, Allstate strives to reassure both customers and employees with its “You’re in Good Hands®” promise and is proud to have been named a Best Employer in Canada for nine consecutive years. Allstate is committed to making a positive difference in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism. To learn more, visit www.allstate.ca. For safety tips and advice, visit www.goodhandsadvice.ca. Through our Employee Value Proposition, Opportunity, Flexibility, Community, Diversity and Family, we have worked hard to develop and nurture a culture where employees feel valued, experience personal growth, have career options and truly enjoy the work they do. Role Designation: Onsite Agency address: 1186 Memorial Ave, Thunder Bay ON P7B 5K5 Benefits to joining Allstate Flexible Work Arrangements Employee discounts (15% on auto and property insurance, plus many other products and services) Good Office program (receive up to 400$ back after purchasing office equipment) Student Loan Payment Matching Program for Government Student loans Comprehensive Retirement Savings Program with employer matched contributions Annual Wellness allowance to support employees with improving health and wellbeing Personal reflection day Tuition Reimbursement Working within the community and giving back! Our team is growing, and we are actively looking to hire Regional Service Agent! Reporting to the Manager, Regional Service, you will be responsible to answer service and billing inquiries over the phone and in person from customers. The Regional Service Agent takes the “You’re in Good Hands” philosophy and makes it real – delivering on our promises to consumers every day. Our agencies are open from Monday to Friday (9am to 5 pm EST). Our standard work week for agency staff is 37.5 hours, and each employee must rotate their work schedule so that the Agency is staffed appropriately. Therefore, as a condition of employment, you will be required to work some evenings and Saturdays each month on a rotational basis with other Agency staff members. Accountabilities: Respond to customer inquiries about their policy in a professional manner. Be knowledgeable of all Allstate policies and procedures in the province(s) you are licensed in. Provide personalized service while being a Trusted Advisor with respect to insurance. Promote Allstate features and benefits as part of ongoing portfolio reviews. Manage policy renewal process and client inquiries to make changes to their policies. Reply to on-line requests as required Promote client loyalty through attention to detail and relationship building during policy renewals and updates. Meet and exceed key performance and attendance metrics. Qualifications: Post-secondary education or equivalent work experience Must have General Insurance License (OTL) or General level 1 insurance license or be willing to obtain for the province you are located in. Greater than 1 year customer service experience Proficient computer skills in MS Office applications. This is a hybrid position. You must be able to commute to and from the agency and have a space conducive to working from home. Bonus Qualifications: Call center, face to face customer service experience and insurance experience is preferred. Allstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodations, please let us know and we will work with you to meet your needs. Skills Consumer Protection, Customer Data Management, Customer Insights, Relationship Building, Stakeholder Relationship Management Compensation Expected compensation for this role ranges from $ 47,800.00 - 73,000.00 annually. Actual salary offered to successful candidates will vary based on their skills and experience. Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact. Allstate Canada Group uses AI technology tools to assist in screening, selecting, assessing, and scheduling interviews with candidates as part of the recruitment process. This job posting is for a current open role within the organization.

What you’ll do

The Regional Service Agent handles customer inquiries regarding insurance policies and billing via phone, email, chat, and in-person interactions. They are responsible for promoting Allstate products, managing policy renewals, and maintaining high standards of customer service to ensure client loyalty.

Requirements

Candidates must have post-secondary education or equivalent experience and hold or be willing to obtain a General Insurance License (OTL). Proficiency in MS Office and at least one year of customer service experience is required for this hybrid role.

Benefits

• Flexible Work Arrangements
• Employee discounts
• Good Office program
• Student Loan Payment Matching Program
• Comprehensive Retirement Savings Program
• Annual Wellness allowance
• Personal reflection day
• Tuition Reimbursement

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred
• MS-Office · Preferred
• Communication · Preferred
• Relationship Building · Preferred
• data management · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Insurance Policy Management
• Billing Inquiries
• Relationship Building
• Attention To Detail
• Communication
• Problem Solving
• Computer Proficiency
• MS Office
• Insurance Licensing
• Portfolio Reviews
• Client Loyalty
• Professionalism
• Data Management
• Stakeholder Management
• Office Equipment
• Product Knowledge
• Portfolio Analysis
• Insurance License
• Relationship Management
• Advocacy
• Call Center Experience
• Computer Literacy
• Consumer Protection
• Customer Data Management
• Personalized Service
• Discounts And Allowances
• General Insurance
• Innovation
• Loans
• Property Insurance
• Purchasing
• Renewal Theory
• Value Propositions
• Scheduling
• Customer Inquiries
• Detail Oriented

Job areas

• Customer Service & Support
• Finance & Accounting
• Sales
• Regional Service Manager
• Insurance Customer Service Representative
• Insurance Representatives
• Customer Service Representatives

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