Allstate

Compensation

Full Description

Job Description: • Supervise delivery of loss drafts services within area of responsibility • Manage critical performance indicators and provide guidance and coaching to reach company targets • Observe day-to-day interactions between front line employees/customers and develop specific coaching plans to help frontline employees exceed goals • Collaborate with business partners and support client relationships to guide delivery of effective services and support oversight of home repair compliance in the event of property loss • Support loss drafts management team by overseeing completion of delegated tasks and monitoring loss drafts claim documentation processing • Conduct regular quality checks and recommend improvements on effectiveness of loss drafts processes • Support positive client relationships by communicating with key external stakeholders as required • Supervise daily operations of team by coordinating and communicating employee tasks, measuring performance, and providing feedback to achieve high productivity and meet service level expectations • Track team member time and attendance • Take regular calls when volume spikes and ability to take escalated call throughout the work shift. Requirements: • Minimum 2 years of experience leading or supervising a team in a customer service, financial services, or insurance-related environment • Hands-on experience with loss drafts, mortgage claims, or property loss processes, including documentation review and compliance oversight • Proven ability to monitor team performance metrics, conduct quality checks, and implement coaching plans to improve productivity and service delivery • Experience communicating with external stakeholders to resolve inquiries, manage escalations, and maintain positive client relationships • Strong understanding of workflows, queues, and client-specific procedures; ability to manage escalated service calls and complex issues • Familiarity with tracking employee schedules and attendance to ensure operational efficiency • Ability to manage high-volume and escalated calls during peak periods • High School Diploma or GED (Required) Benefits: • Equal Opportunity employer • Professional development opportunities