Operation Claims Service Leader - Catastrophe (Remote)

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 Operations Claim Service Leader (CSL) serves as an integral member of the National Catastrophe Team (NCT), supporting day-to-day operations. Primary responsibilities include coordinating territory-level oversight activities focused on customer satisfaction, loss management, and expense administration.
The CSL also acts as a territory liaison with Home Office partners, Property line leaders, Quality Assurance, and NCT field employees. In addition, the CSL provides mentoring and coaching to the team.

The Operations Claim Service Leader (CSL) is responsible for serving as an integral member of the National Catastrophe Team (NCT) staff to assist in the day-to-day operations. The primary responsibilities include coordination of the territory-level oversight activities focused on customer satisfaction, loss management, and expense administration. Equally important, the CSL acts as a territory liaison with Home Office, Property line leaders, Quality Assurance, and NCT field employees. The CSL also provides mentoring and coaching to the team.

Schedule & Travel

• Work Schedule: Monday–Friday
• Travel: Up to 25% annually, depending on operational needs and CAT events
• Not Eligible for Residents of: California, Alaska, Hawaii, Washington, or Puerto Rico

Key Responsibilities

Customer Service:

• Ensures and enables staff to maintain a connection with the customer by understanding and meeting their needs; serves the customer with empathy and follows up to ensure that the customer's needs are met.
• Manages and resolves escalated customer communications, concerns, conflicts, or issues.
• Reviews customer satisfaction results; develops and directs business unit action plans.
• Develops business strategies that ensure a focus on customers.

Administration and Operational Management:

• Establishes operational strategies, goals, and objectives for the National Catastrophe Team.
• Develops strategies and opportunities for operational improvement.
• Compiles and analyzes critical metrics and operational reports and helps facilitate the development of action plans to improve claims processes and customer service to sustain the existing customer base and attract new customers.
• Assures compliance with company policies, procedures, and reporting requirements.
• Ensures compliance with company, state, and federal compliance rules and regulations.
• Identifies issues and potential solutions in all aspects of the claims business.

Supervisory/People Management:

• Fosters a collaborative environment that inspires and motivates employees.
• Manages and monitors human resources and management activities.
• Effectively coaches and provides development/career guidance for direct reports.
• Leads teams in understanding the link between Allstate objectives and their contributions.
• Leads and implements change management initiatives.
• Communicates business trends and issues to employees.

Preferred Qualifications

• 3+ years of management experience
• 3+ years of experience in property claims
• Ability to influence, interact effectively, and coach others on interacting effectively with internal or external customers and act with empathy in a virtual environment
• Ability to achieve business unit objectives
• Ability to investigate, evaluate, and settle highly complex business problems
• Ability to introduce and lead change effectively
• Have and maintain all appropriate licenses and registrations for the role per state requirements

Skills

Claims Processing, Collaboration, Communication, Compliance, Customer Satisfaction, Data Metrics, Metrics Analysis, Operational Efficiency, Operational Strategies, Oral Presentation, Organizational Skills, Presentations, Prioritization, Professional Presentation, Property Claims, Strategy Development

Compensation

Compensation offered for this role is 80,000.00 - 136,625.00 annually and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

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 generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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