This role is responsible for managing and motivating approximately 9 - 11 adjusters to achieve high levels of performance and execute required claim processes with expertise. This individual supports the implementation of operational initiatives that enable the achievement of Allstate's business objectives. This individual develops strategies to achieve employee performance levels and the expert execution of claim processes. The individual monitors staffing levels and workloads, provides coaching and mentoring and participates in performance reviews. The individual manages customer conflicts and assists with establishing unit goals and objectives. The individual delivers compassionate service that is fast, fair, and easy, to ensure customer retention.

Key Responsibilities:

• This Claims Service Leader will lead and support a Level 2 Inside Auto team, helping drive team success while fostering a positive, high-performing environment.

• Consistently meets band level behaviors, production, quality and/or customer service goals.
• Ensures and enables staff to maintain a connection with the customer by understanding and meeting their needs.
• Manages and resolves escalated customer communications, concerns, conflicts, or issues.
• Eliminates barriers that hinder business results.
• Develops, maintains, and analyzes operational and statistical data used by claims employees and leadership teams.
• Develops and maintains an environment of ethics and integrity that embraces all attributes of our shared vision.
• Proactively identifies and manages risk while eliminating barriers to help achieve business results.
• Manages processes to ensure the delivery of compassionate service that is fast, fair, and easy.
• Ensures adherence to empathetic and responsive customer service in all transactions.
• Effectively coaches and provides development/career guidance for direct reports.

Preferred Experience:

• Expertise in Liability and/or Casualty claim handling, with a strong understanding of industry standards and best practices is a plus.
• Previous leadership experience, with the ability to effectively guide and develop a team, is highly desirable.
• 5 or more years of experience (Preferred)

Notice of Licensing Requirement:

• As a condition of employment, you may be expected to obtain an adjuster's license in multiple markets.
• All required licenses will need to be obtained within 60 days of hire.
• You must maintain all licensing required for your role. This includes any continuing education and/or other state-affiliated requirements for licensing renewal.

Functional Skills:

• Leadership & Team Management: Proven ability to lead and develop a team. Experience with performance management, coaching, and workload oversight.
• Customer Service Excellence: Strong customer orientation with a history of resolving escalated concerns empathetically and effectively. Commitment to customer satisfaction and retention.
• Operational Performance: Experience implementing process improvements, managing KPIs, and using data to drive results. Skilled in removing operational barriers to improve efficiency and productivity.
• Communication & Conflict Resolution: Excellent verbal and written communication skills. Proficient in managing sensitive conversations, resolving conflicts, and navigating high-stress situations professionally.
• Strategic & Cross-Functional Collaboration: Skilled in aligning team goals with broader business objectives. Proven track record of building partnerships and influencing outcomes across departments.
• Leadership & Team Development: Demonstrated ability to lead with a focus on growing and empowering talent. Skilled in performance management, coaching, and fostering a culture of continuous development and accountability.

Skills
Claims Resolution, Conflict Management, Management Reporting, Relationship Building, Training Instruction

Compensation
Compensation 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.