Senior Regulatory Claims & Complaints Lead

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

Benefits offered by this job

Flexible Work Arrangements

Employee discounts (15% on auto and 15

Good Office program (up to $400)

Student Loan Payment Matching Program

Comprehensive Retirement Savings with

Wellness allowance

Personal reflection day

Tuition Reimbursement

Community involvement

Job summary

Allstate Canada Group is seeking a Senior Complaints Management Consultant to lead end-to-end investigations of highly complex, high-risk customer complaints, focusing on claims matters and regulatory risk across Canada. You will provide strategic guidance to partners, support regulatory responses, and identify systemic improvement opportunities.

The role requires deep expertise in complaints handling, consumer protection expectations, and regulatory requirements, with collaboration across

Qualifications

• Bachelor's degree required; several years in insurance/claims are preferred.
• Experience handling complex complaints and regulatory matters is expected.
• Strong written communication and executive-level reporting skills.

Responsibilities

• Lead investigations of highly complex, sensitive, and escalated customer complaints.
• Analyze claims files, records, and regulatory requirements to determine fair outcomes.
• Manage complaints from regulators and external bodies with timely responses.
• Serve as SME on personal lines claims handling, complaint management, and regulatory readiness.
• Identify recurring themes, risks, and opportunities to improve outcomes.
• Support governance, quality assurance, and continuous improvement activities.

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

Job description

Allstate Canada Group is seeking a Senior Complaints Management Consultant to lead end-to-end investigations of highly complex, high-risk customer complaints, focusing on claims matters and regulatory risk across Canada. You will provide strategic guidance to partners, support regulatory responses, and identify systemic improvement opportunities.

The role requires deep expertise in complaints handling, consumer protection expectations, and regulatory requirements, with collaboration across