Customer Service Team Lead I

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 job involved leading a team whose primary role involved in supporting the data entry updates/ gathering required information / documents to support claim finalization. As part of the role the teams review images and documentation received with regards on the claims and as per guidelines update the information into the system and perform follow ups with vendor for the required information.

Managing tasks and workflows in accordance to set standards and ensuring necessary claims processing guidelines are being adhered to through the process. Handling new hire training and transitions for the scope of services. Will need to have a high interest in driving domain certification and effectively collaborate with our Learning and Development partners to execute on industry certifications and training programs. Monitoring the KPI health of the business. Interact with stateside partners and provide necessary reporting across people and process KPI’s. Lead teams of high performing individuals, execute on actions and initiatives in line with organization culture. Collaborate across multiple cross functional teams (not limited to Technology, Hiring, Training, Quality). Develop talent and create an environment of trust and motivation in which team can thrive and drive results.

Key Responsibilities

• Ensure knowledge upkeep of the team and adherence to standards and KPI’s 

• Proactively identify challenges from a delivery/operational perspective and build out recovery action plans 

• Drive Transformation outcomes through digital and operational levers 

• Fair practices to manage tasks and have a Claims ownership mindset 

• Ensure team adhering to processing guidelines and maintaining the necessary accuracy 

• Retention of talent is key and ensure all EWS procedures and stability reporting is in place  

• Participate in Transition related calls and share relevant updates with regards to the team (Knowledge Transfer/Training Progress Updates/Health review of team) 

• Review Inspire and Barometer survey outcomes and build actionable plans to sustain targets 

• Optimum resource utilization across the team and actively manage the demand/capacity basis volume inflow 

• Conduct process trainings / refresher trainings / Feedback sessions across the team 

• Walk the Talk by leading the way with Continuous improvement best practices – rigor with daily huddles, performance/ knowledge management, build resiliency through training etc. 

• Initiate Ideation sessions and identify problem areas across the process lifecycle 

• Deliver operational efficiencies through defined levers 

• Arrange and attend business meetings (in-person/virtually)  

• Monthly/Quarterly/Annual Performance tracking and management for people and business with necessary metric/health reporting 

• Interact with leadership teams and raise flags on any business/financial risk that is observed in the process 

• Mentor and guide team members through our shared purpose behaviors and leadership practices 

• Self-grooming from a leadership and domain perspective to drive capability expansion and growth 

• Define learning pathways for the team and effectively identify leadership/skilling needs in collaboration with HR and training partners 

• Have strong reporting and review in place to effectively escalate issues to stakeholders/leadership 

• Adherence to employee engagement processes (1-0-1’s, Development plan building) 

Supervisory Responsibilities:

This job have supervisory duties

Preferred Qualifications:

Education and Experience

• Bachelor’s Degree or equivalent experience 

• 7 - 9 years of related experience in Property Claims only

• Managed a team with at least 15+ FTE 

• Handling of Voice Process is must

• Operational experience handling Claims Insurance processing

• Hands-on experience & knowledge about Transition and business set up

• External Insurance certification will be preferred

• Green Belt certified or Project Management Certification will be an advantage

Knowledge/Skills/Abilities/Experience

• Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy 

• Applies advanced skill in motivation, organization, training, coaching and facilitation of teamwork 

• Applies advanced knowledge of MI creation, MI presentation and showcase relevant team MI team to stakeholders

• Applies conflict management and problem resolution skills

• Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data and advanced knowledge of problem solving and preparation of complex reports for analysis

Primary Skills

Call Center Management, Coaching, Customer Experience Management, Performance Management (PM), Relationship Building

Shift Time

Recruiter Info

Dipti Murudkar

[email protected]

About Allstate

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.

The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization’s business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition.

Learn more about Allstate India here.