Inside Auto Claims Service Leader- East Zone

Wells Media Group; Northern (KY); Hybrid; USD 80,000 - 137,000; Full time

Job summary

Allstate is seeking a Claims Service Leader to manage and motivate 9–11 adjusters in the Inside Auto unit. You will guide performance, ensure fast, fair, and empathetic claims processing, and align team goals with business objectives.

You will coach staff, resolve escalated issues, analyze operational data, and foster an ethical, customer-centered environment while developing talent and driving improvements. Licensing readiness across multiple markets is noted.

Qualifications

• Leadership & Team Management: Proven ability to lead and develop a team, with performance coaching and workload oversight.
• Customer Service Excellence: Strong customer orientation with empathetic issue resolution and retention focus.
• Operational Performance: Experience implementing process improvements, KPI management, data-driven decisions.
• Communication & Conflict Resolution: Excellent verbal and written communication, handling sensitive conversations.
• Strategic & Cross-Functional Collaboration: Align team goals with broader business objectives, influence outcomes.
• Leadership & Team Development: Grow and empower talent, foster accountability and continuous development.

Responsibilities

• Lead and support the Inside Auto team, driving success while maintaining a positive, high-performing environment.
• Meet band level behaviors, production, quality and customer service goals.
• Resolve escalated customer communications, concerns, conflicts, or issues.
• Develop, maintain, and analyze operational and statistical data used by claims teams.
• Coach and mentor direct reports, supporting career growth and accountability.

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

This role is responsible for managing and motivating approximately 9 – 11 adjusters to achieve high levels of performance and execute required claim processes with expertise. This individual supports the implementation of operational initiatives that enable the achievement of Allstate’s 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.

Key Responsibilities:

• This Claims Service Leader will lead and support the Inside Auto team, helping drive team success while fostering a positive, high-performing environment.

• Consistently meets band level behaviors, production, quality and/or customer service goals.
• Ensures and enables staff to maintain a connection with the customer by understanding and meeting their needs.
• Manages and resolves escalated customer communications, concerns, conflicts, or issues.
• Eliminates barriers that hinder business results.
• Develops, maintains, and analyzes operational and statistical data used by claims employees and leadership teams.
• Develops and maintains an environment of ethics and integrity that embraces all attributes of our shared vision.
• Proactively identifies and manages risk while eliminating barriers to help achieve business results.
• Manages processes to ensure the delivery of compassionate service that is fast, fair, and easy.
• Ensures adherence to empathetic and responsive customer service in all transactions.
• Effectively coaches and provides development/career guidance for direct reports.

Preferred Experience:

• Expertise in Liability and/or Casualty claim handling, with a strong understanding of industry standards and best practices.
• Previous leadership experience, with the ability to effectively guide and develop a team, is highly desirable.
• 5 or more years of experience (Preferred)

Notice of Licensing Requirement:

• As a condition of employment, you may be expected to obtain an adjuster’s license in multiple markets.
• All required licenses will need to be obtained within 60 days of hire.
• You must maintain all licensing required for your role. This includes any continuing education and/or other state-affiliated requirements for licensing renewal.

Functional Skills:

• Leadership & Team Management: Proven ability to lead and develop a team. Experience with performance management, coaching, and workload oversight.
• Customer Service Excellence: Strong customer orientation with a history of resolving escalated concerns empathetically and effectively. Commitment to customer satisfaction and retention.
• Operational Performance: Experience implementing process improvements, managing KPIs, and using data to drive results. Skilled in removing operational barriers to improve efficiency and productivity.
• Communication & Conflict Resolution: Excellent verbal and written communication skills. Proficient in managing sensitive conversations, resolving conflicts, and navigating high-stress situations professionally.
• Strategic & Cross-Functional Collaboration: Skilled in aligning team goals with broader business objectives. Proven track record of building partnerships and influencing outcomes across departments.
• Leadership & Team Development: Demonstrated ability to lead with a focus on growing and empowering talent. Skilled in performance management, coaching, and fostering a culture of continuous development and accountability.

Skills

Claims Resolution, Conflict Management, Management Reporting, Relationship Building, Training Instruction

Compensation

Compensation offered for this role is 80,000.00 - 136,625.00 annually and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

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 generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.

Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.

When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload.

To help create a more personal and engaging experience, we ask that you join with your camera on if your interview is virtual. Please also have a Valid Photo Identification available at the start of your interview. If you require any accommodations or have questions ahead of your interview please reach out to your recruiter.

Note: Internal candidates are only asked to join on video; a Valid Photo Identification is not needed for the interview.