Customer Service Associate III

Role Overview

Key Responsibilities

• Review, assess, and process claims according to 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 about claim status and requirements.
• Process claims 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.
• Follow compliance, regulatory, and company policy requirements.
• Participate in process improvement initiatives to improve efficiency and customer experience.

Required Qualifications

• 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.

Preferred Qualifications

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

Key Competencies

• Customer focus, attention to detail, analytical thinking, decision making, and team collaboration are important competencies.
• The role also values accountability, adaptability, and a process improvement mindset.

Performance Metrics

• Performance is measured through claims processing accuracy, productivity, throughput, SLA adherence, quality audit scores, customer satisfaction, and compliance adherence.

Location and Schedule

• The role is listed in Bangalore, India.
• The position is full-time and follows shifts scheduled according to business requirements, including a US night shift.

About Allstate