Manager Claims Service

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

Who is Allstate:

Allstate Insurance Company of Canada is a leading home and auto insurer focused on providing its customers prevention and protection products and services for every stage of life. Serving Canadians since 1953, Allstate strives to reassure both customers and employees with its “You’re in Good Hands®” promise and is proud to have been named a Best Employer in Canada for nine consecutive years. Allstate is committed to making a positive difference in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism. To learn more, visit www.allstate.ca. For safety tips and advice, visit www.goodhandsadvice.ca.

Through our Employee Value Proposition, Opportunity, Flexibility, Community, Diversity and Family, we have worked hard to develop and nurture a culture where employees feel valued, experience personal growth, have career options and truly enjoy the work they do. 

Role Designation: Home Based

The Manager 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.

#LI-MO1

Accountabilities:

People Management – 60%

• 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

Operational – 40%

• 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

Qualifications:

• 5 or more years of related experience
• Advanced knowledge of:
• Insurance policy, coverage, and regulation;
• Claim processes, policies, procedures, claim systems, liability, and adherence to applicable legal compliance standards
• Analytical procedures to reconcile, manipulate, and recognize patterns of data
• 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

Allstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodation, please let us know and we will work with you to meet your needs.

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. And one where you can impact the future for the greater good.  

You’ll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we’ve proven that Allstate empowers everyone to lead, drive change and give back where they work and live. 

Good Hands. Greater Together.®