Job DescriptionThe Claims Service Leader - First Party Casualty UM/UIM is responsible for serving as an integral member of the Claims Service Area (CSA) staff, supporting the oversight and coordination of first-party casualty operations with a focus on Uninsured/Underinsured Motorist (UM/UIM) claims handling. This role assists in achieving customer satisfaction, loss management, and expense management objectives while serving as a liaison between Home Office, CSA leadership, and field employees.
The Claims Service Leader provides operational guidance, mentoring, and coaching to team members handling first-party casualty UM/UIM claims and supports consistent claim quality, regulatory compliance, and effective claim resolution
Key Responsibilities• Ensures adherence to empathetic and responsive customer service in all transactions
• Manages processes to ensure delivery of compassionate service that is fast, fair and easy
• Proactively identifies and manages risk while eliminating barriers to help achieve business results
• Develops and maintains an environment of ethics and integrity that embraces all attributes of our shared vision
• Develops, maintains and analyzes operational and statistical data used by market claim office (MCO) and CSA staff
• Eliminates barriers to achieving business results
• Manages and resolves escalated customer communications, concerns, conflicts or issues
• Ensures and enables staff to maintain a connection with the customer by understanding and meeting their needs
• Consistently meets band level behaviors, production, quality and/or customer service goals
• Effectively coaches and provides development/career guidance for direct reports
Experience• 5 or more years of experience (Preferred)
Supervisory Responsibilities• This job has supervisory duties.
- Hours/Time Zone Needed: 8 - 4:30 handling CA (PT or MT preferred not required)
- Any other special requests: Prior Leadership experience for this complex role
SkillsClaims Resolution, Conflict Management, Management Reporting, Relationship Building, Training Instruction
CompensationCompensation 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.
Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.
When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload.
To help create a more personal and engaging experience, we ask that you join with your camera on if your interview is virtual. Please also have a Valid Photo Identification available at the start of your interview. If you require any accommodations or have questions ahead of your interview please reach out to your recruiter.
Note: Internal candidates are only asked to join on video; a Valid Photo Identification is not needed for the interview.
