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

Job description:

The Billing Service Advisor (Broker Accounting) is accountable to resolve Agent or Broker billing and payment related service requests to support the achievement of Allstate Canada Group (ACG)’s short- and long-term Mission, Vision, and Strategic objectives. The Billing Service Advisor is responsible for receiving and responding to billing and payment requests to resolve customer billing account inquiries and premium payment related issues.

Accountabilities:

Customer Service

• Receive and resolve billing and payment related customer service requests through multiple communication channels, including phone, email, instant message, chat, request management solutions, etc.
• Resolve customer support escalations.
• Complete transactional processing for requests that require a higher level of authority.
• Answer inbound telephone service requests from agents and/or brokers and process any resulting policy or payment plan changes to complete the customer service request, in accordance with established rules and guidelines, escalating to management or a team member with higher authority if required.
• Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines.
• Provide professional and respectful customer service to internal and external staff and/or customers.
• Escalate customer service issues to a senior member of the team when necessary.
• Document the policy with after call resolution notes.
• Prepare call-related information for purposes of auditing and management reporting.
• Ensure adherence to and delivery of all established quality, data control, and telephone service standards.
• Identify potential Agent and Broker training and feedback loop opportunities to help reduce inbound call volumes.

Investigation & Exception Processing

• Make exceptions to waive any partial payment fees or NSF fees in consultation with the agent or broker.
• Reinstate a policy in accordance with Renewal Reinstatement Guidelines.
• Reinstate Monthly Payment Plan by reviewing exceptions or business cases and approve or deny exceptions to re-establish a payment plan that falls outside the payment rules and guidelines.
• Conduct investigations for payment related issues where a payment must be stopped or reissued.

Continuous Improvement

• Monitor team performance metrics to detect deterioration of operational objectives.
• Maintain call logs to support data needed for performance metrics.
• Identify and escalate issues with workflows to improve current practices so that root cause problem solving can be conducted to identify process improvement opportunities.
• Design and implement operational changes while ensuring minimal disruption in payment processing.
• Facilitate and lead team huddles on a rotational basis.
• Provide day-to-day peer training and mentoring, including phone shadowing and task completion.

Operational Reporting & Internal Control

• Ensure compliance with all distribution channel regulatory, legal, and ethical policies and requirements.
• Adhere to established quality and data control standards on all billing tasks and phones to ensure regulatory compliance, collection, and reconciliation to maintain financial data integrity.
• Complete and maintain documentation and evidence pertaining to Internal Controls, Internal and External compliance, and company policies.
• Support Corporate Compliance by recommending, implementing, communicating, monitoring, and reviewing organizational compliance activities and internal controls.
• Participate in developing, implementing, and maintaining preventative and detective control mechanisms to ensure organizational compliance and risk management.
• Report any compliance exceptions and/or gaps immediately upon finding, including red flags for identification of potential fraud.
• Maintain operational performance metrics and prepare management reports based on defined reporting cadence.
• Other duties and special projects as assigned.

Qualifications:

• Successful completion of Secondary Education
• A minimum of 3 to 5 years billing and collection and/or customer service experience.
• Demonstrated intermediate-level PC and software skills are essential: i.e. Office 365
• Demonstrated proficiency in billing and collection processes.
• Strong verbal/written communication/interpersonal skills are required to represent a professional manner with internal and external customers
• Ability to work in a high volume and faced paced team environment with changing priorities
• Work independently and as a team player
• Solid multi-tasking, time management and good organization skills
• Strong interpersonal skills are required and the ability to always represent a professional manner
• Analytical and critical thinking skills required
• Ability to work flexible hours (as required): 11 am to 7 pm EST or 10 am to 6 pm EST

Bonus qualification:

• Allstate Billing Experience 1-3 years
• OTL or RIBO licensed an asset
• CIP, or willingness to pursue and successfully complete certification is an asset
• Working knowledge of P&C underwriting rules is an asset
• Bilingual in French and English is preferred

All internal applicants will be considered, however, only those that meet the qualifications for the role will be contacted. 

Allstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodation, please let us know and we will work with you to meet your needs. 

Compensation

Expected compensation for this role ranges from $ 45,500.00 - 69,500.00 annually 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.