Catastrophe Operations Claims Service Leader

Allstate•McCullom Lake, IL

5d•$80,000 - $136,625

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 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 as well as strategic pursuits. The primary responsibilities include coordination of the territory-level oversight activities focused on customer satisfaction, loss management, and expense administration. There are also components of contingent supplier oversight. Equally important, the CSL acts as a territory liaison with Home Office, Property line leaders, Quality Assurance, and NCT employees. The CSL also provides mentoring and coaching to the team

Requirements

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

Nice To Haves

5+ years of management experience
5+ years of experience in property claims

Responsibilities

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.
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.
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.