Claims Customer Escalation Specialist

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 Claims Customer Escalation Specialist is accountable for all incoming customer escalations within our Auto Claims discipline. This includes acknowledging the customer's concern or frustration and asking questions to understand and responds with empathy. Completing an investigation where needed and ensuring best practices are followed while delivering best in class service.

• De-escalating complaints by engaging in active listening and attention to non-verbal communication and encourages two-way dialogue, while diffusing a stressful situation.
• Effectively respond to customer escalation requests related to their auto claim, both repairable and total loss.
• Uses systems, processes, and ideas to implement the best solution for the customer and their needs.
• Complete risk assessments and work with various individuals/departments ie underwriting, coverage discrepancy, law and regulation, and Ombudsman
• Maintaining an escalation tracker for all incoming escalations and completed work daily.
• The ability to train and coach new Auto Advisors on effective communication and de-escalation mechanisms. Ability to show leadership in guiding Auto Advisors through escalation process, teaching and introducing new tactics.
• Turning escalations into an opportunity. The capability to adapt to the customers communication needs and requirements.

• A very strong knowledge of Auto claim handling and best practices
• Asset: Total Loss claim handling
• Outstanding interpersonal and exceptional customer service skills
• Ability to multi-task, prioritize and manage time effectively
• Ability to quickly build trust through communication
• Flexible in adapting to work processes and support business changes with a continuous improvement mindset
• Ability to develop and implement comprehensive solutions and evaluate multiple alternatives and create the best path forward for the client.
• Ability to clearly convey a message and to listen in a way that understands the emotion and intentions behind the information, while delivering a clear and concise message.
• Provide clarity for expected outcomes and processes. Being clear, precise, and brief.

• Post-secondary education or equivalent work experience
• 2-3 years of Auto Claim Handling (Total Loss handling an asset)

• CIP or in progress of completing
• Bilingual (French and English)
• Licensed for GAA and/or New Brunswick