Allstate
Senior Manager Claims Service
Key aspects of the role:
- Drive sales growth by engaging with interested prospective customers- all while working remote
- No cold calling— Connect through inbound calls and proactive outbound calls with active insurance shoppers
- Enjoy competitive compensation with a base salary + uncapped commissions
- Sell reputable products from Allstate and our family of brands
Role overview
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 Senior Manager Claims Service is responsible for designing, developing, and implementing projects and initiatives that improve our First Notice of Loss Experience driving an exceptional customer journey and operational effectiveness. Responsible as the product owner for First Notice of Loss (FNOL) for defining and developing the future state. Collaborate amongst all key stakeholders to implement and realize benefits for enhancements. The Senior Manager is responsible for leading a team of Claims Managers that oversee the day to day operations of a Claims Service Representative phone queue team the team, specifically for First Notice of Loss.
Key Responsibilities
People Management – 60%
- Strategically collaborate with the Director and SLT level
- Provides, maintains, and monitors Manager authority levels
- Ensure workload is evenly distributed amongst the Managers
- Lead Manager team huddles
- Conduct MOR meeting with Manager Direct Reports
- Work with Managers on their Performance Assessment Plans
- Salary planning with Managers for their Direct Reports
Operational – 40%
- Manages and resolves escalated customer communications, concerns, conflicts, or issues that fall within the authority level between the Manager and Director
- Releasing cheque holds that fall between the Manager and Director authority level
- Accountable for overall success of FNOL 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
- Review Quality Assurance results and ensure proper feedback and coaching is provided to the Manager Claims Service through managers’ weekly huddles and one-on-ones
- Responsible as the product owner for First Notice of Loss (FNOL) for defining and developing the future state. Collaborate amongst all key stakeholders to implement and realize benefits for enhancements
- Lead discussions with their Direct Reports and teams to implement change management initiatives while working closely with their leader to ensure consistency in messaging
- Participation at industry committees
Requirements
- 10 or more years of related experience, including Contact Center and/or Call Center
- 5-7 years’ experience in people management preferably in Claims
- Knowledge of both Auto and Property claim handling
- Familiar with insurance policy, coverage, and provincial regulation;
- Advanced knowledge of:
- Claim processes, policies, procedures, claim systems, liability, damage estimating, and/or settlement, 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
- Advanced conflict management and problem resolution skills in managing internal and external customer relationships
- Change Management experience in driving results
Education
- University Degree/College Diploma
- CIP or working towards CIP designation
Additional Skills
- Multi-provincial claims knowledge and proficiency
- Continuous Improvement and process design experience
- Knowledge of AllDocs
- Familiarity with Genesys and/or Claim Center
#LI-KT1
Skills
Business Acumen, Business Communications, Coaching, Conflict Management, Problem Solving
Compensation
Expected compensation for this role ranges from $ 89,300.00 – 139,300.00 annually. Actual salary offered to successful candidates will vary based on their skills and experience.
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. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.
Allstate Canada Group uses AI technology tools to assist in screening, selecting, assessing, and scheduling interviews with candidates as part of the recruitment process.
This job posting is for a current open role within the organization.
Keys to Success
At Allstate, it’s all about teamwork, flexibility, and thinking ahead. We all contribute to the bigger picture, combining unique ideas to design innovative, more affordable protection solutions for customers.
We look for candidates with these skills to help us achieve that goal:
Learning agility
Quickly adapt to new situations, continually build new skills, experiment, and embrace new ways of doing things
Customer centricity
Deliver exceptional experience with a customer-first mindset and human-centered design
Digital literacy
Discover and apply emerging digital technology tools, data and insights.
Results-oriented
Start with measurable outcomes and drive results with speed
Inclusive leadership
Integrate diverse viewpoints into decision-making processes to enhance creativity and innovation
Together, we’re all working toward Our Shared Purpose, using our strengths to make a real difference for our people, our customers, our company, and the world around us.
Working in Sales
What We Do:
As an expert on our products and services, you can give customers personalized attention and innovative solutions to make their lives easier.
How We Support You:
Starting day one, you’ll have access to resources and incentives to keep you feeling challenged and excited about your careers.
Make An Impact:
As a member of our sales team, you’ll bring a sense of ease and support to customers looking for a better understanding of their protection options. Whether in the field or talking to customers over the phone, you’ll continue to build trust in who we are and what we do.
Working together
You’re in Good Hands® is more than a promise we make to our customers. It’s a promise we make to our employees, too.
We want you to love where you work. That starts with the freedom to be yourself. Our workplace flexibility and focus on individuality means everyone is seen, heard and respected.
When you join us, you’ll have the opportunity to push your skills to the next level with access to development programs to support your career aspirations – whatever that means for you. Because as you learn and grow, so do we.
Working here also means getting the chance to make a real impact in your community. We have been driving change for over 90 years, but the mark we leave on the world can be even greater when we work together.
Role overview
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 Senior Manager Claims Service is responsible for designing, developing, and implementing projects and initiatives that improve our First Notice of Loss Experience driving an exceptional customer journey and operational effectiveness. Responsible as the product owner for First Notice of Loss (FNOL) for defining and developing the future state. Collaborate amongst all key stakeholders to implement and realize benefits for enhancements. The Senior Manager is responsible for leading a team of Claims Managers that oversee the day to day operations of a Claims Service Representative phone queue team the team, specifically for First Notice of Loss.
Key Responsibilities
People Management – 60%
- Strategically collaborate with the Director and SLT level
- Provides, maintains, and monitors Manager authority levels
- Ensure workload is evenly distributed amongst the Managers
- Lead Manager team huddles
- Conduct MOR meeting with Manager Direct Reports
- Work with Managers on their Performance Assessment Plans
- Salary planning with Managers for their Direct Reports
Operational – 40%
- Manages and resolves escalated customer communications, concerns, conflicts, or issues that fall within the authority level between the Manager and Director
- Releasing cheque holds that fall between the Manager and Director authority level
- Accountable for overall success of FNOL 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
- Review Quality Assurance results and ensure proper feedback and coaching is provided to the Manager Claims Service through managers’ weekly huddles and one-on-ones
- Responsible as the product owner for First Notice of Loss (FNOL) for defining and developing the future state. Collaborate amongst all key stakeholders to implement and realize benefits for enhancements
- Lead discussions with their Direct Reports and teams to implement change management initiatives while working closely with their leader to ensure consistency in messaging
- Participation at industry committees
Requirements
- 10 or more years of related experience, including Contact Center and/or Call Center
- 5-7 years’ experience in people management preferably in Claims
- Knowledge of both Auto and Property claim handling
- Familiar with insurance policy, coverage, and provincial regulation;
- Advanced knowledge of:
- Claim processes, policies, procedures, claim systems, liability, damage estimating, and/or settlement, 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
- Advanced conflict management and problem resolution skills in managing internal and external customer relationships
- Change Management experience in driving results
Education
- University Degree/College Diploma
- CIP or working towards CIP designation
Additional Skills
- Multi-provincial claims knowledge and proficiency
- Continuous Improvement and process design experience
- Knowledge of AllDocs
- Familiarity with Genesys and/or Claim Center
#LI-KT1
Skills
Business Acumen, Business Communications, Coaching, Conflict Management, Problem Solving
Compensation
Expected compensation for this role ranges from $ 89,300.00 – 139,300.00 annually. Actual salary offered to successful candidates will vary based on their skills and experience.
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. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.
Allstate Canada Group uses AI technology tools to assist in screening, selecting, assessing, and scheduling interviews with candidates as part of the recruitment process.
This job posting is for a current open role within the organization.
Keys to Success
At Allstate, it’s all about teamwork, flexibility, and thinking ahead. We all contribute to the bigger picture, combining unique ideas to design innovative, more affordable protection solutions for customers.
We look for candidates with these skills to help us achieve that goal:
Learning agility
Quickly adapt to new situations, continually build new skills, experiment, and embrace new ways of doing things
Customer centricity
Deliver exceptional experience with a customer-first mindset and human-centered design
Digital literacy
Discover and apply emerging digital technology tools, data and insights.
Results-oriented
Start with measurable outcomes and drive results with speed
Inclusive leadership
Integrate diverse viewpoints into decision-making processes to enhance creativity and innovation
Together, we’re all working toward Our Shared Purpose, using our strengths to make a real difference for our people, our customers, our company, and the world around us.
Working in Claims
What We Do:
Your ability to quickly and calmly make smart decisions can make a huge difference in how confident customers feel throughout the claims process. And as you support our customers, we’re there to support you.
How We Support You:
We empower your success starting day one. You’ll have access to everything you need to grow professionally while helping our customers get their lives back on track.
Make An Impact:
Helping customers with their claims is about learning their stories, not just processing their paperwork. You can take pride in the fact that you’re providing invaluable guidance and helping to build continued trust in our company.
Working together
You’re in Good Hands® is more than a promise we make to our customers. It’s a promise we make to our employees, too.
We want you to love where you work. That starts with the freedom to be yourself. Our workplace flexibility and focus on individuality means everyone is seen, heard and respected.
When you join us, you’ll have the opportunity to push your skills to the next level with access to development programs to support your career aspirations – whatever that means for you. Because as you learn and grow, so do we.
Working here also means getting the chance to make a real impact in your community. We have been driving change for over 90 years, but the mark we leave on the world can be even greater when we work together.
Role overview
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 Senior Manager Claims Service is responsible for designing, developing, and implementing projects and initiatives that improve our First Notice of Loss Experience driving an exceptional customer journey and operational effectiveness. Responsible as the product owner for First Notice of Loss (FNOL) for defining and developing the future state. Collaborate amongst all key stakeholders to implement and realize benefits for enhancements. The Senior Manager is responsible for leading a team of Claims Managers that oversee the day to day operations of a Claims Service Representative phone queue team the team, specifically for First Notice of Loss.
Key Responsibilities
People Management – 60%
- Strategically collaborate with the Director and SLT level
- Provides, maintains, and monitors Manager authority levels
- Ensure workload is evenly distributed amongst the Managers
- Lead Manager team huddles
- Conduct MOR meeting with Manager Direct Reports
- Work with Managers on their Performance Assessment Plans
- Salary planning with Managers for their Direct Reports
Operational – 40%
- Manages and resolves escalated customer communications, concerns, conflicts, or issues that fall within the authority level between the Manager and Director
- Releasing cheque holds that fall between the Manager and Director authority level
- Accountable for overall success of FNOL 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
- Review Quality Assurance results and ensure proper feedback and coaching is provided to the Manager Claims Service through managers’ weekly huddles and one-on-ones
- Responsible as the product owner for First Notice of Loss (FNOL) for defining and developing the future state. Collaborate amongst all key stakeholders to implement and realize benefits for enhancements
- Lead discussions with their Direct Reports and teams to implement change management initiatives while working closely with their leader to ensure consistency in messaging
- Participation at industry committees
Requirements
- 10 or more years of related experience, including Contact Center and/or Call Center
- 5-7 years’ experience in people management preferably in Claims
- Knowledge of both Auto and Property claim handling
- Familiar with insurance policy, coverage, and provincial regulation;
- Advanced knowledge of:
- Claim processes, policies, procedures, claim systems, liability, damage estimating, and/or settlement, 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
- Advanced conflict management and problem resolution skills in managing internal and external customer relationships
- Change Management experience in driving results
Education
- University Degree/College Diploma
- CIP or working towards CIP designation
Additional Skills
- Multi-provincial claims knowledge and proficiency
- Continuous Improvement and process design experience
- Knowledge of AllDocs
- Familiarity with Genesys and/or Claim Center
#LI-KT1
Skills
Business Acumen, Business Communications, Coaching, Conflict Management, Problem Solving
Compensation
Expected compensation for this role ranges from $ 89,300.00 – 139,300.00 annually. Actual salary offered to successful candidates will vary based on their skills and experience.
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. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.
Allstate Canada Group uses AI technology tools to assist in screening, selecting, assessing, and scheduling interviews with candidates as part of the recruitment process.
This job posting is for a current open role within the organization.
Keys to Success
At Allstate, it’s all about teamwork, flexibility, and thinking ahead. We all contribute to the bigger picture, combining unique ideas to design innovative, more affordable protection solutions for customers.
We look for candidates with these skills to help us achieve that goal:
Learning agility
Quickly adapt to new situations, continually build new skills, experiment, and embrace new ways of doing things
Customer centricity
Deliver exceptional experience with a customer-first mindset and human-centered design
Digital literacy
Discover and apply emerging digital technology tools, data and insights.
Results-oriented
Start with measurable outcomes and drive results with speed
Inclusive leadership
Integrate diverse viewpoints into decision-making processes to enhance creativity and innovation
Together, we’re all working toward Our Shared Purpose, using our strengths to make a real difference for our people, our customers, our company, and the world around us.
Working together
You’re in Good Hands® is more than a promise we make to our customers. It’s a promise we make to our employees, too.
We want you to love where you work. That starts with the freedom to be yourself. Our workplace flexibility and focus on individuality means everyone is seen, heard and respected.
When you join us, you’ll have the opportunity to push your skills to the next level with access to development programs to support your career aspirations – whatever that means for you. Because as you learn and grow, so do we.
Working here also means getting the chance to make a real impact in your community. We have been driving change for over 90 years, but the mark we leave on the world can be even greater when we work together.
Benefits
Experience the benefits that make Allstate a great place to work.
*Benefits vary based on position.
Health
- Medical, dental and vision coverage
- HSAs and FSAs
- Wellbeing programs
- Free therapy sessions
Retirement
- 401(k) plan
- Pension plan
- Free financial counseling
Work-life balance
- Paid time off
- Work flexibility
Career development
- Talent shares
- Tuition reimbursement
- Learning opportunities
For a full description of Allstate’s benefits visit our benefits page
Start making a difference
Realize your full potential by doing
work that matters.
Grow your career in meaningful ways.
We want to make sure you have every opportunity to grow, explore new horizons and follow your passion in a meaningful career. It’s an exciting time to join Allstate. Help us shape the future.
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