Billing Service Advisor, Broker Accounting

Billing Service Advisor, Broker Accounting at Allstate Canada

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.

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, 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: Remote

Hours: Ability to work flexible hours as required: 11AM to 7PM EST or 12PM to 8PM EST

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 days.
• Tuition Reimbursement.
• Working within the community and giving back.

Job Description

The Billing Service Advisor, Broker Accounting is accountable to resolve 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, Broker Accounting is responsible for receiving and responding to billing and payment requests to resolve customer billing account inquiries and premium payment related issues.

Accountabilities:

• Respond to and resolve billing and payment inquiries across multiple channels (phone, email, chat, etc.), including escalations and higher-authority transactions.
• Process policy and payment plan changes in alignment with established guidelines, escalating when necessary.
• Deliver professional customer service to internal and external stakeholders while documenting detailed call notes and audit information.
• Ensure adherence to quality, data control, regulatory, and telephone service standards.
• Handle payment exceptions, fee waivers, policy reinstatements, and payment plan reviews in accordance with business rules.
• Investigate and resolve complex payment issues, including stopped or reissued payments.
• Monitor team performance metrics, maintain call logs, and identify workflow improvements to drive operational efficiency.
• Provide peer training, mentoring, and lead team huddles to support team development and knowledge sharing.
• Maintain compliance with regulatory and internal control requirements, support reporting, and escalate compliance risks or fraud concerns as needed.

Qualifications:

• 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 fast-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.

Key skills/competency

• Billing Operations
• Customer Service
• Payment Processing
• Broker Relations
• Account Management
• Microsoft Office 365
• Problem Solving
• Communication Skills
• Data Analysis
• Regulatory Compliance