Customer Resolution Support Associate

Posted on May 28 Roanoke, VA

The world isn’t standing still, and neither is Allstate. We’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needs. That’s why now is an exciting time to join our team. As a leader in a corporation with 83,000 employees and agency force members, you’ll have a hand in transforming not only Allstate but a dynamic industry. You’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.

You’ll do all this in an environment of excellence and the highest ethical standards – a place where values such as integrity, inclusive diversity and accountability are paramount. We empower every employee to lead, drive change and give back where they work and live. Our people are our greatest strength, and we work as one team in service of our customers and communities.

Everything we do at Allstate is driven by a shared purpose: to protect people from life’s uncertainties so they can realize their hopes and dreams. For 89 years we’ve thrived by staying a step ahead of whatever’s coming next – to give customers peace of mind no matter what changes they face. We acted with conviction to advocate for seat belts, air bags and graduated driving laws. We help give survivors of domestic violence a voice through financial empowerment. We’ve been an industry leader in pricing sophistication, telematics, digital photo claims and, more recently, device and identity protection. We are the Good Hands. We don’t follow the trends. We set them.

Job Description

Under general direction facilitates the resolution of high level, escalated or sensitive customer/consumer complaints from all areas within Allstate to improve customer loyalty and provide final resolution.  Requires ability to complete detailed investigation to determine root cause and assign appropriate coding.  Customer Resolution Support will speak with customers via telephone to build rapport and diffuse difficult conversations.


Tentative Start Date:

Monday, July 20, 2020

Work Schedule (Training and Permanent):

9:30 a.m. – 6:00 p.m., Monday-Friday (Please note that training for this role will be virtual.)







Key Responsibilities:

  • Investigates and resolves complex customer/client problems/concerns in a timely manner:
  • Facilitates resolution of high level, escalated or sensitive customer/consumer complaints
  • Conducts complaint resolutions by either verbal or written contact with the customer/consumer using a broad level of discretion
  • Investigates researches and validates complaint resolution with other business units 
  • Distributes incoming receipts amongst team members for business area 

Identifies and documents customer/consumer irritants to support root cause analysis:

  • Completes detailed investigation to determine root cause and assigns appropriate company codes and categories 

Maintains, builds and/or repairs client relationships:

  • Adapts interactions to different people and situations to ensure delivering a message that resonates with the audience while presenting challenging
Job Qualifications
  • Prior customer experience (1 year minimum)
  • Computer Proficiency - Intermediate PC skills and knowledge including hardware and software
  • Excellent communication skills (both written and oral)
  • High school diploma or equivalent required
  • Regular, predictable attendance is an essential function of this job

The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.

Good Work. Good Life. Good Hands®.

As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.

Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component. 
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It is the policy of Allstate to employ the best qualified individuals available for all jobs without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity/gender expression, disability, and citizenship status as a veteran with a disability or veteran of the Vietnam Era.