Property Catastrophe Claims Service Leader - Remote, Remote, US

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. 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 more than 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 Summary:

The Catastrophe 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.

This position is not available for those who currently reside in California, Alaska, Hawaii, Washington or Puerto Rico. 

Key Responsibilities:

• Consistently meets band level behaviors, production, quality and/or customer service goals

• Ensures and enables staff to maintain a connection with the customer by understanding and meeting their needs

• Manages and resolves escalated customer communications, concerns, conflicts or issues

• Eliminates barriers to achieving business results

• Develops, maintains and analyzes operational and statistical data used by market claim office (MCO) and CSA staff

• Develops and maintains an environment of ethics and integrity that embraces all attributes of our shared vision

• Proactively identifies and manages risk while eliminating barriers to help achieve business results

• Manages processes to ensure delivery of compassionate service that is fast, fair and easy

• Ensures adherence to empathetic and responsive customer service in all transactions

• Effectively coaches and provides development/career guidance for direct reports

When will I work?

• Tuesday-Saturday 7:00am-7:00pm

Supervisory Responsibilities:

Preferred Qualifications

• Have 2+ years prior experience working in or leading a group of staff in property  claims 
• Have 3+ years prior experience using Xactimate estimating software
• Can work on complex assignments and apply analytical problem solving methods  
• Are skilled in negotiations and/or arbitrations and can teach others  
• Work in continuously improving processes and procedures and encourage the same with your staff  
• Value providing an effortless customer service experience  
• Are organized and able to multi-task in a fast-paced environment  
• Are known for being organized and accountable  
• Are known for clear and professional communication – both written and verbal  
• Have a bachelor’s degree and/or prior leadership experience (preferred) 
• Being bilingual and/or having prior military experience is a plus  

Functional Skills:

• Ability to interact effectively with internal or external customers and act with empathy

• Applies general knowledge of insurance policy, coverage, and regulation

• Applies general knowledge of claim processes, policies, procedures, and claim systems

• Applies general industry knowledge to discipline practices

• Applies general knowledge of analytical procedures

• Applies general knowledge of standardized problem solving and preparation of basic reports for analysis

• Applies general ability to leverage learned technical skills in support of team objectives

Notice of Licensing Requirement:

• As a condition of employment, your office/area may require you to obtain an adjuster and/or an appraiser license which includes passing an additional background check with the Department of Labor.  If applicable, you will be required to secure license(s) within 60 days of hire.
• If required, the Hiring Manager will work with you along with the Centralized Licensing team to ensure that you are properly licensed. 

Notes:

The preceding description is not designed to be a complete list of all duties and responsibilities. May be required to perform other related duties as assigned. Regular, predictable attendance is an essential function of this job.

Compensation offered for this role is $90,000-$149,750.00 per year and is based on experience and qualifications.

Good Hands. Greater Together. ℠

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. For a full description of Allstate’s benefits, visit https://www.allstate.jobs/benefits/

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