Customer Service Team Lead I ( Property Claims – Voice)
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 performance-based incentives
- 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
This job involved leading a team whose primary role involved in supporting the data entry updates/ gathering required information / documents to support claim finalization. As part of the role the teams review images and documentation received with regards on the claims and as per guidelines update the information into the system and perform follow ups with vendor for the required information.
Managing tasks and workflows in accordance to set standards and ensuring necessary claims processing guidelines are being adhered to through the process. Handling new hire training and transitions for the scope of services. Will need to have a high interest in driving domain certification and effectively collaborate with our Learning and Development partners to execute on industry certifications and training programs. Monitoring the KPI health of the business. Interact with stateside partners and provide necessary reporting across people and process KPI’s. Lead teams of high performing individuals, execute on actions and initiatives in line with organization culture. Collaborate across multiple cross functional teams (not limited to Technology, Hiring, Training, Quality). Develop talent and create an environment of trust and motivation in which team can thrive and drive results.
Key Responsibilities
-
Ensure knowledge upkeep of the team and adherence to standards and KPI’s
-
Proactively identify challenges from a delivery/operational perspective and build out recovery action plans
-
Drive Transformation outcomes through digital and operational levers
-
Fair practices to manage tasks and have a Claims ownership mindset
-
Ensure team adhering to processing guidelines and maintaining the necessary accuracy
-
Retention of talent is key and ensure all EWS procedures and stability reporting is in place
-
Participate in Transition related calls and share relevant updates with regards to the team (Knowledge Transfer/Training Progress Updates/Health review of team)
-
Review Inspire and Barometer survey outcomes and build actionable plans to sustain targets
-
Optimum resource utilization across the team and actively manage the demand/capacity basis volume inflow
-
Conduct process trainings / refresher trainings / Feedback sessions across the team
-
Walk the Talk by leading the way with Continuous improvement best practices – rigor with daily huddles, performance/ knowledge management, build resiliency through training etc.
-
Initiate Ideation sessions and identify problem areas across the process lifecycle
-
Deliver operational efficiencies through defined levers
-
Arrange and attend business meetings (in-person/virtually)
-
Monthly/Quarterly/Annual Performance tracking and management for people and business with necessary metric/health reporting
-
Interact with leadership teams and raise flags on any business/financial risk that is observed in the process
-
Mentor and guide team members through our shared purpose behaviors and leadership practices
-
Self-grooming from a leadership and domain perspective to drive capability expansion and growth
-
Define learning pathways for the team and effectively identify leadership/skilling needs in collaboration with HR and training partners
-
Have strong reporting and review in place to effectively escalate issues to stakeholders/leadership
-
Adherence to employee engagement processes (1-0-1’s, Development plan building)
Supervisory Responsibilities:
This job have supervisory duties
Preferred Qualifications:
Education and Experience
-
Bachelor’s Degree or equivalent experience
-
7 – 9 years of related experience in Property Claims only
-
Managed a team with at least 15+ FTE
-
Handling of Voice Process is must
-
Operational experience handling Claims Insurance processing
-
Hands-on experience & knowledge about Transition and business set up
-
External Insurance certification will be preferred
-
Green Belt certified or Project Management Certification will be an advantage
Knowledge/Skills/Abilities/Experience
-
Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
-
Applies advanced skill in motivation, organization, training, coaching and facilitation of teamwork
-
Applies advanced knowledge of MI creation, MI presentation and showcase relevant team MI team to stakeholders
-
Applies conflict management and problem resolution skills
-
Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data and advanced knowledge of problem solving and preparation of complex reports for analysis
Primary Skills
Call Center Management, Coaching, Customer Experience Management, Performance Management (PM), Relationship Building
Shift Time
Recruiter Info
Dipti Murudkar
dsudh@allstate.com
About Allstate
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.
The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization’s business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition.
Learn more about Allstate India here.
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
This job involved leading a team whose primary role involved in supporting the data entry updates/ gathering required information / documents to support claim finalization. As part of the role the teams review images and documentation received with regards on the claims and as per guidelines update the information into the system and perform follow ups with vendor for the required information.
Managing tasks and workflows in accordance to set standards and ensuring necessary claims processing guidelines are being adhered to through the process. Handling new hire training and transitions for the scope of services. Will need to have a high interest in driving domain certification and effectively collaborate with our Learning and Development partners to execute on industry certifications and training programs. Monitoring the KPI health of the business. Interact with stateside partners and provide necessary reporting across people and process KPI’s. Lead teams of high performing individuals, execute on actions and initiatives in line with organization culture. Collaborate across multiple cross functional teams (not limited to Technology, Hiring, Training, Quality). Develop talent and create an environment of trust and motivation in which team can thrive and drive results.
Key Responsibilities
-
Ensure knowledge upkeep of the team and adherence to standards and KPI’s
-
Proactively identify challenges from a delivery/operational perspective and build out recovery action plans
-
Drive Transformation outcomes through digital and operational levers
-
Fair practices to manage tasks and have a Claims ownership mindset
-
Ensure team adhering to processing guidelines and maintaining the necessary accuracy
-
Retention of talent is key and ensure all EWS procedures and stability reporting is in place
-
Participate in Transition related calls and share relevant updates with regards to the team (Knowledge Transfer/Training Progress Updates/Health review of team)
-
Review Inspire and Barometer survey outcomes and build actionable plans to sustain targets
-
Optimum resource utilization across the team and actively manage the demand/capacity basis volume inflow
-
Conduct process trainings / refresher trainings / Feedback sessions across the team
-
Walk the Talk by leading the way with Continuous improvement best practices – rigor with daily huddles, performance/ knowledge management, build resiliency through training etc.
-
Initiate Ideation sessions and identify problem areas across the process lifecycle
-
Deliver operational efficiencies through defined levers
-
Arrange and attend business meetings (in-person/virtually)
-
Monthly/Quarterly/Annual Performance tracking and management for people and business with necessary metric/health reporting
-
Interact with leadership teams and raise flags on any business/financial risk that is observed in the process
-
Mentor and guide team members through our shared purpose behaviors and leadership practices
-
Self-grooming from a leadership and domain perspective to drive capability expansion and growth
-
Define learning pathways for the team and effectively identify leadership/skilling needs in collaboration with HR and training partners
-
Have strong reporting and review in place to effectively escalate issues to stakeholders/leadership
-
Adherence to employee engagement processes (1-0-1’s, Development plan building)
Supervisory Responsibilities:
This job have supervisory duties
Preferred Qualifications:
Education and Experience
-
Bachelor’s Degree or equivalent experience
-
7 – 9 years of related experience in Property Claims only
-
Managed a team with at least 15+ FTE
-
Handling of Voice Process is must
-
Operational experience handling Claims Insurance processing
-
Hands-on experience & knowledge about Transition and business set up
-
External Insurance certification will be preferred
-
Green Belt certified or Project Management Certification will be an advantage
Knowledge/Skills/Abilities/Experience
-
Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
-
Applies advanced skill in motivation, organization, training, coaching and facilitation of teamwork
-
Applies advanced knowledge of MI creation, MI presentation and showcase relevant team MI team to stakeholders
-
Applies conflict management and problem resolution skills
-
Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data and advanced knowledge of problem solving and preparation of complex reports for analysis
Primary Skills
Call Center Management, Coaching, Customer Experience Management, Performance Management (PM), Relationship Building
Shift Time
Recruiter Info
Dipti Murudkar
dsudh@allstate.com
About Allstate
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.
The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization’s business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition.
Learn more about Allstate India here.
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
This job involved leading a team whose primary role involved in supporting the data entry updates/ gathering required information / documents to support claim finalization. As part of the role the teams review images and documentation received with regards on the claims and as per guidelines update the information into the system and perform follow ups with vendor for the required information.
Managing tasks and workflows in accordance to set standards and ensuring necessary claims processing guidelines are being adhered to through the process. Handling new hire training and transitions for the scope of services. Will need to have a high interest in driving domain certification and effectively collaborate with our Learning and Development partners to execute on industry certifications and training programs. Monitoring the KPI health of the business. Interact with stateside partners and provide necessary reporting across people and process KPI’s. Lead teams of high performing individuals, execute on actions and initiatives in line with organization culture. Collaborate across multiple cross functional teams (not limited to Technology, Hiring, Training, Quality). Develop talent and create an environment of trust and motivation in which team can thrive and drive results.
Key Responsibilities
-
Ensure knowledge upkeep of the team and adherence to standards and KPI’s
-
Proactively identify challenges from a delivery/operational perspective and build out recovery action plans
-
Drive Transformation outcomes through digital and operational levers
-
Fair practices to manage tasks and have a Claims ownership mindset
-
Ensure team adhering to processing guidelines and maintaining the necessary accuracy
-
Retention of talent is key and ensure all EWS procedures and stability reporting is in place
-
Participate in Transition related calls and share relevant updates with regards to the team (Knowledge Transfer/Training Progress Updates/Health review of team)
-
Review Inspire and Barometer survey outcomes and build actionable plans to sustain targets
-
Optimum resource utilization across the team and actively manage the demand/capacity basis volume inflow
-
Conduct process trainings / refresher trainings / Feedback sessions across the team
-
Walk the Talk by leading the way with Continuous improvement best practices – rigor with daily huddles, performance/ knowledge management, build resiliency through training etc.
-
Initiate Ideation sessions and identify problem areas across the process lifecycle
-
Deliver operational efficiencies through defined levers
-
Arrange and attend business meetings (in-person/virtually)
-
Monthly/Quarterly/Annual Performance tracking and management for people and business with necessary metric/health reporting
-
Interact with leadership teams and raise flags on any business/financial risk that is observed in the process
-
Mentor and guide team members through our shared purpose behaviors and leadership practices
-
Self-grooming from a leadership and domain perspective to drive capability expansion and growth
-
Define learning pathways for the team and effectively identify leadership/skilling needs in collaboration with HR and training partners
-
Have strong reporting and review in place to effectively escalate issues to stakeholders/leadership
-
Adherence to employee engagement processes (1-0-1’s, Development plan building)
Supervisory Responsibilities:
This job have supervisory duties
Preferred Qualifications:
Education and Experience
-
Bachelor’s Degree or equivalent experience
-
7 – 9 years of related experience in Property Claims only
-
Managed a team with at least 15+ FTE
-
Handling of Voice Process is must
-
Operational experience handling Claims Insurance processing
-
Hands-on experience & knowledge about Transition and business set up
-
External Insurance certification will be preferred
-
Green Belt certified or Project Management Certification will be an advantage
Knowledge/Skills/Abilities/Experience
-
Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
-
Applies advanced skill in motivation, organization, training, coaching and facilitation of teamwork
-
Applies advanced knowledge of MI creation, MI presentation and showcase relevant team MI team to stakeholders
-
Applies conflict management and problem resolution skills
-
Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data and advanced knowledge of problem solving and preparation of complex reports for analysis
Primary Skills
Call Center Management, Coaching, Customer Experience Management, Performance Management (PM), Relationship Building
Shift Time
Recruiter Info
Dipti Murudkar
dsudh@allstate.com
About Allstate
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.
The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization’s business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition.
Learn more about Allstate India here.
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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