Client Service Associate II

This is a fully remote position, open to applicants in Arizona, +1 more state.

📋 Description

• Manage a substantial volume of incoming calls (60–80 calls per shift) from borrowers, insurance agents, and carriers concerning mortgage servicing, escrow accounts, and property insurance.

• Offer clear and concise guidance on property insurance requirements, premium disbursements, and inquiries related to claims.

• Aim for a one-call resolution by effectively addressing customer needs and reducing the necessity for repeat contacts.

• Handle and de-escalate complex or sensitive customer interactions while upholding a high standard of professionalism and empathy.

• Process and facilitate property insurance premium disbursements with accuracy and timeliness.

• Keep thorough and precise documentation in internal systems, including account notes and updates.

• Achieve and uphold performance expectations, including availability, adherence to schedule, and attendance standards.

• Utilize internal tools and Microsoft Office applications (including Excel) to analyze account information and assist with customer inquiries.

⛳️ Requirements

• High School Diploma or GED (preferred).

• 0–2 years of experience in customer service, call center, financial services, or mortgage-related fields (preferred).

• Excellent communication and active listening skills, with the capability to explain complex mortgage and insurance concepts in a clear manner.

• Demonstrated ability to manage escalated calls with empathy, professionalism, and a focus on problem-solving.

• Strong analytical and critical-thinking skills to evaluate account details and resolve issues effectively.

• Technical proficiency with Microsoft Office Suite, especially Excel, and the ability to quickly learn new systems.

• Ability to excel in a fast-paced, high-volume call center environment.

🏝️ Benefits

• Allstate offers a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse.

• Employees eligible for remote work also receive a monthly connectivity reimbursement to help cover internet expenses.