Catastrophe Claims Service Leader

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

The CAT Claims Service Leader is responsible for serving as an integral member of the Claims Service Area (CSA) staff to assist in operations and coordination of CSA level oversight and activities including customer satisfaction, loss management and expense management objectives. Acts as CSA liaison with Home Office, CSA leaders and field employees. The individual delivers compassionate service that is fast, fair, and easy, to ensure customer retention. The individual provides mentoring and coaching to the team.

A day in the life of a CAT Claims Service Leader:

• Customer-Centric Leadership: Empowers staff to provide exceptional, empathetic customer service throughout the claims process, ensuring a seamless experience.
• Coaching & Development: Leads, mentors, and supports continuous employee growth through goal setting, performance management, training, and career development initiatives.
• Performance & Process Management: Monitors demand and capacity in real-time, making quick, data-driven decisions to optimize team performance and meet customer expectations.
• Recognition & Engagement: Celebrates accomplishments through customer satisfaction reviews and develops action plans to address improvement areas.
• Compliance & Risk Management: Ensures adherence to company, state, and federal regulations, proactively managing risk while eliminating barriers to business success.
• Strategic Decision-Making: Makes quick, confident decisions, adjusting as new information emerges to drive results.
• Operational Excellence: Analyzes and maintains operational and statistical data to support Market Claim Office (MCO) and Claims Service Area (CSA) teams.
• Issue Resolution & Escalation Handling: Addresses customer concerns, conflicts, and escalations, ensuring positive and timely resolutions.
• Collaboration & Leadership: Partners with other leaders to calibrate performance, drive results, and facilitate claims closure efficiently.
• Flexible Work Environment: Adapts to various working conditions, thriving independently, in teams, and in both virtual and face-to-face environments.

You're a great match for this role if you:

• Preferred Experience: 5 years in property claims.
• Leadership experience is a plus.
• Experience leading a property team is a plus.
• At least 3 years of experience using Xactimate estimating software (Level 3 certification preferred).
• Strong analytical and critical thinking skills to handle complex assignments and solve problems effectively.
• Skilled in …