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 Associate Manager is responsible for providing our Agents exceptional claims and inquiry service through chat while managing and motivating ten to fifteen adjuster staff or vendors to achieve inspired levels of performance and expert execution of required claim processes. This individual supports the implementation of operational initiatives that enable the achievement of Claim, Discipline, Claims Service Area (CSA) and Company 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
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Who is Allstate:Allstate Insurance Company of Canada is a leading home and auto insurer focused on providing its customers prevention and protection products and services for every stage of life. The company is proud to have been named a Best Employer in Canada for nine consecutive years and prioritizes supporting employees and fostering an inclusive, welcoming corporate culture. Allstate is committed to making a positive difference in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism. Serving Canadians since 1953, Allstate strives to provide reassurance with its "You're in Good Hands®" promise.Through our Employee Value Proposition, Opportunity, Flexibility, Community, Diversity and Family, we have worked hard to develop and nurture a culture where employees feel valued, experience personal growth, have career options and truly enjoy the work they do. Role Designation: Home BasedBenefits to joining AllstateFlexible Work ArrangementsEmployee discounts (15% on auto and property insurance, plus many other products and services)Good Office program (receive up to 400$ back after purchasing office equipment)Student Loan Payment Matching Program for Government Student loansComprehensive Retirement Savings Program with employer matched contributionsAnnual Wellness allowance to support employees with improving health and wellbeingPersonal reflection dayTuition ReimbursementWorking within the community and giving back!The Manager is accountable for leading a team of Claim Service Representatives, handling First Notice of Loss (FNOL) and customer inquiry calls, to maximize results and deliver on the customer experience. Overseeing day to day operations of the team to ensure both Auto and Property customers are assisted.Accountabilities: People Management - 60%Strategically collaborate with the Director and Senior Manager levelProvides, maintains, and monitors user authority levelsEnsure workload is evenly distributed amongst the teamLead team huddlesConduct coaching, sit-alongs, and oversight on call/file qualityWork with Claim Service Representatives on their Performance Development Plans and Performance Management where neededSalary planning for their Direct ReportsOperational - 40%Manages and resolves escalated customer communications, concerns, conflictsReview analysis of key metrics and operational reports to understand team/individual performance including Telephony metrics. Initiate plans to improve claims processes and the customer experienceReview Quality Assurance results and ensure proper feedback and coaching is provided to the Claim Service Representative through weekly huddles and one-on-onesAccountable for overall success of FNOL, customer inquiries 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 experienceLead discussions with their Direct Reports and teams to implement change management initiatives while working closely with their Senior Manager to ensure consistency in messagingParticipation at industry committeesQualifications: 5 or more years of related experience Advanced knowledge of:o Insurance policy, coverage, and regulation;o Claim processes, policies, procedures, claim systems, liability, and adherence to applicable legal compliance standardso Analytical procedures to reconcile, manipulate, and recognize patterns of datao Problem-solving and preparation of complex reports for analysis Knowledge of damage estimating and/or settlement Advanced conflict management and problem resolution skills in managing internal and external customer relationships Change Management experience in driving results University Degree/College Diploma* CIP or working towards CIP designationAllstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodation, please let us know and we will work with you to meet your needs.
Skills
Customer Centricity, Digital Literacy, Inclusive Leadership, Learning Agility, Results-Oriented
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. And one where you can impact the future for the greater good.
You'll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we've proven that Allstate empowers everyone to lead, drive change and give back where they work and live.
Good Hands. Greater Together.®