Senior Complaints & Regulatory Investigations Lead

Allstate; Canada; Hybrid; CAD 58,000 - 89,000; Full time

Benefits offered by this job

Flexible Work Arrangements

Employee discounts (15% on auto and p/

Good Office program

Student Loan Payment Matching

Retirement Savings with employer match

Wellness allowance

Personal reflection day

Tuition Reimbursement

Community involvement

Job summary

Allstate Canada Group seeks a Senior Complaints Management Consultant to lead complex, high-risk investigations across Canada, focusing on claims issues and regulatory matters. You will serve as a subject‑matter expert in complaint handling, consumer protection, and regulatory requirements.

You will analyze claims, policies, and data to determine fair outcomes, coordinate responses with regulators and stakeholders, and drive improvements in complaint management practices.

Qualifications

• Bachelor's degree required in a related discipline.
• Minimum 8-10 years insurance industry experience with 5+ years handling complex claims and regulatory matters.
• Strong understanding of personal lines claims and regulatory requirements across Canada.
• Excellent written communication, reporting, and executive-level presentation skills.

Responsibilities

• Lead investigations of highly complex, sensitive, and escalated complaints across Canada.
• Analyze claims files, policies, and regulatory requirements to ensure fair outcomes.
• Manage complaints from regulators and ombuds services with timely responses.
• Serve as SME on personal lines claims handling and consumer protection expectations.
• Identify recurring themes, risks, and opportunities to improve customer outcomes.

Skills

Claims Operations

Communication

Complaint Management

Complex Claims

Customer Complaint Resolution

Customer Service

Detail-Oriented

Insurance Claims

Problem Solving

Education

Bachelor's degree in Business, Law, Insurance, Risk Management, Public Policy, or related field

Job description

Allstate Canada Group seeks a Senior Complaints Management Consultant to lead complex, high-risk investigations across Canada, focusing on claims issues and regulatory matters. You will serve as a subject‑matter expert in complaint handling, consumer protection, and regulatory requirements.

You will analyze claims, policies, and data to determine fair outcomes, coordinate responses with regulators and stakeholders, and drive improvements in complaint management practices.