Manager Claims Service

Allstate•CAN - ON GTA (Remote), ON

25d•CA$77,200 - CA$124,075

About The Position

The Manager Claims Service is accountable for leading a team of Claim Service Representatives, handling First Notice of Loss (FNOL) and customer inquiry calls, to maximize results and deliver on the customer experience. Overseeing day to day operations of the team to ensure both Auto and Property customers are assisted.

Requirements

5 or more years of related experience
Advanced knowledge of: Insurance policy, coverage, and regulation
Advanced knowledge of: Claim processes, policies, procedures, claim systems, liability, and adherence to applicable legal compliance standards
Advanced knowledge of: Analytical procedures to reconcile, manipulate, and recognize patterns of data
Advanced knowledge of: Problem-solving and preparation of complex reports for analysis
Knowledge of Auto and Property Insurance
Advanced conflict management and problem resolution skills in managing internal and external customer relationships
Change Management experience in driving results
University Degree/College Diploma
CIP or working towards CIP designation

Nice To Haves

Claims Processing
Coaching
Conflict Management
Employee Supervision
Leadership
Negotiation
People Management
Performance Development
Performance Management (PM)

Responsibilities

Strategically collaborate with the Director and Senior Manager level
Provides, maintains, and monitors user service levels
Ensure workload is evenly distributed amongst the team
Lead team huddles
Conduct coaching, sit-alongs, and oversight on call/file quality
Work with Claim Service Representatives on their Performance Development Plans and Performance Management where needed
Salary planning for their Direct Reports
Manages and resolves escalated customer communications, concerns, conflicts
Review analysis of key metrics and operational reports to understand team/individual performance including Telephony metrics. Initiate plans to improve claims processes and the customer experience
Review Quality Assurance results and ensure proper feedback and coaching is provided to the Claim Service Representative through weekly huddles and one-on-ones
Accountable for overall success of FNOL, customer inquiries and Delivery. Review analysis of key metrics and operational reports from Finance, Corporate Risk, Telephony Forecasting and Delivery teams and initiate plans to improve claims processes and the customer experience
Lead discussions with their Direct Reports and teams to implement change management initiatives while working closely with their Senior Manager to ensure consistency in messaging
Participation at industry committees
Identify areas of improvement and provide solutions