Team Lead

allstate; Tijuana; Presencial; MXN 420.000 - 620.000; Jornada completa

Descripción de la vacante

Allstate (Integon) in Tijuana, Mexico, is seeking a Team Lead to blend customer service expertise with leadership. You will support daily operations, help develop team members, handle escalated issues, and work closely with leadership to improve team performance and customer satisfaction.

The role emphasizes mentoring, process improvement, and adherence to policies while maintaining quality and first-contact resolution across lender, borrower, and insurer interactions.

Formación

• High School Diploma.
• Strong communication and problem-solving skills.
• Ability to lead, coach, and support team members.
• Experience handling escalated customer issues.

Responsabilidades

• Support leadership with departmental projects, process improvement initiatives, and recommendations that enhance customer experience, quality, and operational efficiency.
• Provide coaching on call quality and documentation to representatives and assist with onboarding and new hire development.
• Train and mentor team members on insurance tracking processes, lender requirements, policy review, case research, and issue resolution.
• Serve as a subject matter expert for complex borrower, lender, insurance carrier, and internal inquiries.
• Promote quality, compliance, first-contact resolution, and accurate documentation through consistent coaching and guidance.

Conocimientos

Coaching & mentoring

Customer service

Leadership

Communication

Problem solving

Educación

High School Diploma

Descripción del empleo

Integon is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers’ evolving needs. It’s how we’ve become industry leaders in property and casualty insurance servicing. We support our insurance company affiliates by offering property and casualty insurance products inclusive of personal auto, homeowners, RV, motorcycle, small business auto insurance and more.

Job Description

This is a Team Lead position that combines customer service expertise with leadership responsibilities. You will support daily operations, help develop team members, handle escalated customer issues, and work closely with leadership to improve team performance and customer satisfaction.

Key Responsibilities

• Support leadership with departmental projects, process improvement initiatives,and recommendations that enhance customer experience, quality, and operationalefficiency.
• Provide call, quality, and documentation coaching to representatives while assistingwith onboarding and new hire development.
• Train and mentor team members on insurance tracking processes, lender
• requirements, policy review, case research, and issue resolution.
• Serve as a subject matter expert for complex borrower, lender, insurance carrier,and internal inquiries.
• Partner with internal departments and external business partners to resolve
• escalated cases and ensure timely follow-up.
• Interpret and apply NGLS policies, client requirements, procedures, and regulatoryguidelines while researching and resolving customer concerns.
• Maintain expertise across assigned lender portfolios, insurance tracking processes,systems, and departmental procedures.
• Assist with the review and resolution of escalated requests, disputes, CSARs, andexception cases using sound judgment and critical thinking.
• Promote quality, compliance, first-contact resolution, and accurate documentationthrough consistent coaching and guidance.
• Respond professionally and effectively to a high volume of complex inquiries fromborrowers, lenders, insurance agents, carriers, and internal stakeholders.
• Identify trends, knowledge gaps, and process improvement opportunities and
• communicate recommendations to leadership.
• Support a positive team culture through collaboration, accountability, knowledgesharing, and ongoing employee development.

Who would be a good fit?

• Enjoy coaching, mentoring, and developing others.
• Have strong customer service and problem-solving skills.
• Lead by example and take ownership of your work.
• Are comfortable making decisions and handling escalated situations.
• Can balance individual responsibilities while supporting a team.
• Work well with different departments and business partners.

Basic Requirements

• High School Diploma.
• Strong communication, critical thinking, and problem-solving skills.
• Strong quality and customer experience performance.
• Ability to lead, coach, and support team members in a fast-paced environment.

Skills

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.

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