Senior Complaints Specialist

Allstate Insurance Company; Toronto; 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

Job summary

Allstate Canada Group is seeking a Senior Complaints Management Consultant to lead highly complex, escalated customer complaints across claims operations. You will act as a subject matter expert on complaint handling, consumer protection expectations, and regulatory readiness, guiding investigations end-to-end.

You will collaborate with Legal, Compliance, and Claims leadership to identify systemic issues, drive improvements, and ensure timely, defensible outcomes.

Qualifications

• Bachelor’s degree required or equivalent experience in insurance, risk, or regulatory fields.
• Minimum 8–10 years in insurance with 5+ years handling complex claims, escalated complaints, or regulatory matters.
• Strong knowledge of property and casualty operations and Canadian regulatory requirements.
• Excellent written communication, report writing, and executive-level presentation skills.
• Ability to manage sensitive customer situations and regulatory timelines.

Responsibilities

• Lead investigations of highly complex, sensitive, and escalated customer complaints across multiple units.
• Analyze claims files, records, communications, and policies to determine fair outcomes.
• Coordinate responses with regulators, ombuds, and external bodies.
• Serve as SME on personal lines claims handling, consumer protection expectations, and regulatory readiness.
• Identify recurring themes, emerging risks, and opportunities to improve customer outcomes.
• Support governance, reporting, and continuous improvement of the Complaints Management Program.
• Coach and guide colleagues across departments on complex complaint matters.

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 discipline

Job description

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 Complaints Management Consultant is responsible for managing complex, high-risk, and escalated customer complaints across Allstate Canada Group, with a primary focus on claims-related matters, regulatory complaints, and issues involving significant customer, legal, financial, reputational, or regulatory risk. Acting as a subject matter expert in complaint handling, claims operations, consumer protection expectations, and regulatory requirements, this role independently leads end-to-end investigations, provides strategic guidance to business partners, supports regulatory responses, and identifies systemic risks and improvement opportunities to enhance customer outcomes and strengthen complaint management practices.

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. Serving Canadians since 1953, Allstate strives to reassure both customers and employees with its “You’re in Good Hands®” promise and is proud to have been named a Best Employer in Canada for nine consecutive years. Allstate is committed to making a positive difference in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism. To learn more, visit www.allstate.ca. For safety tips and advice, visit www.goodhandsadvice.ca.

Through ourEmployee Value Proposition, 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: Hybrid

Benefits to joining Allstate

• Flexible Work Arrangements
• Employee 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 loans
• Comprehensive Retirement Savings Program with employer matched contributions
• Annual Wellness allowance to support employees with improving health and wellbeing
• Personal reflection day
• Tuition Reimbursement
• Working within the community and giving back!

Accountabilities

• Lead investigations of highly complex, sensitive, and escalated customer complaints, including matters involving multiple business units, external stakeholders, legal considerations, or regulatory risk.
• Analyze claims files, operational records, customer communications, policies, procedures, and regulatory requirements to determine fair, balanced, and defensible complaint outcomes.
• Manage complaints received from provincial and federal regulators, ombud services, consumer advocacy organizations, and other external bodies, including coordinating timely and appropriate responses.
• Serve as a subject matter expert on personal lines claims handling practices, complaint management principles, consumer protection expectations, and regulatory readiness.
• Identify recurring complaint themes, emerging risks, conduct concerns, compliance gaps, systemic issues, and opportunities to improve customer outcomes and operational effectiveness.
• Support governance, reporting, audit, quality assurance, compliance assessment, and continuous improvement activities related to the Complaints Management Program.
• Build trusted relationships with Claims, Legal, Compliance & Business Conduct, Risk & Return Management, Operations, Customer Care, and business leaders while providing coaching and guidance on complex complaint matters.

Qualifications

• Bachelor’s degree in Business, Law, Insurance, Risk Management, Public Policy, or a related discipline.
• Minimum 8-10 years of insurance industry experience, including at least 5 years handling complex claims, escalated complaints, regulatory matters, or compliance investigations.
• Strong understanding of property and casualty insurance operations, personal lines claims processes, customer complaint handling, and insurance regulatory requirements across Canada.
• Advanced investigative, analytical, risk assessment, and problem-solving skills, including experience conducting root cause analysis on complex customer issues.
• Exceptional written communication, report-writing, presentation, and facilitation skills, with the ability to translate complex findings into concise executive-level messaging.
• Strong judgment, decision-making, conflict resolution, negotiation, and stakeholder management skills, including the ability to influence without direct authority.
• Ability to manage sensitive customer situations, competing priorities, regulatory timelines, and files involving significant customer, legal, financial, reputational, or compliance risk.

Bonus qualifications:

• CIP, FCIP, CRM, CFE, CHRP, compliance, risk, or related professional designation is considered an asset.
• Experience interacting with regulators, ombuds organizations, auditors, or external oversight bodies is preferred.
• Experience supporting regulatory examinations, audits, governance reporting, issue management, or complaint program reviews is an asset.
• Knowledge of consumer protection expectations, conduct risk, regulatory compliance, governance, and enterprise risk management practices is preferred.

Allstate 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.

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Skills

Claims Operations, Communication, Complaint Management, Complex Claims, Customer Complaint Resolution, Customer Service, Detail-Oriented, Insurance Claims, Problem Solving

Compensation

Expected compensation for this role ranges from $ 58,000.00 - 89,350.00 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.