Catastrophe Claims Service Leader

Allstate

2d

About The Position

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:

Requirements

• 5 years in property claims.
• 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 negotiation and arbitration, with the ability to mentor others.
• Dedicated to continuous process improvement and fostering innovation within the team.
• Committed to delivering exceptional customer service with an effortless experience.
• Empathetic, positive, and self-motivated, with strong communication and problem-solving abilities.
• Highly adaptable to various challenges and environments.
• Strong written and verbal communication skills.
• Able to make quick, sound decisions under pressure.
• Effective multitasker, managing priorities efficiently.
• Proactive and solutions-oriented, taking initiative to address challenges independently.
• Flexible and capable of shifting focus seamlessly to meet evolving business needs.
• Ability to meet the physical demands of the role, including extensive travel, working outdoors in various weather conditions, standing for long periods, climbing, bending, and lifting up to 50 lbs.

Nice To Haves

• Experience leading a property team is a plus.
• Strong quality knowledge and experience a plus.
• Bachelor’s degree and/or prior leadership experience preferred.
• Xactimate Level 3 certification

Responsibilities

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level