Claims Process Design Lead Consultant (Total Loss/Salvage)
- Employer
- Allstate Insurance Company
- Location
- Northbrook, Illinois
- Salary
- Not Specified
- Closing date
- Apr 5, 2019
View more
- Category
- Claims
- Job Type
- Not Specified
- Career Level
- Not Specified
Job Details
Where good people build rewarding careers.
Think that working in the insurance field cant be exciting, rewarding and challenging? Think again. Youll help us reinvent protection and retirement to improve customers lives. Well help you make an impact with our training and mentoring offerings. Here, youll have the opportunity to expand and apply your skills in ways you never thought possible. And youll have fun doing it. Join a company of individuals with hopes, plans and passions, all using and developing our talents for good, at work and in life.
Job Description
Allstate has an exciting opportunity for a Claims Process Design Lead Consultant This role will be supporting Total Loss and Salvage.
The Home Office Support function is responsible for partnering with and advising the Enterprise operations on a variety of business and operational functions including product support, vendor management, project support, referral and leveraging information. Support & Process Design develops or modifies products or processes based on market research, requests from the AORs, customer experience analysis, or other data and supports the Field in responding to issues and questions.
This job is responsible for developing, managing, and conducting targeted reviews of processes based on various drivers, including severity spikes, regulatory changes, quality trends, customer service trends, and expense management trends. The role analyzes the data reviewed, identifies process, technology, and execution gaps, and presents results to leaders, recommending process changes to improve business results in partnership with other stakeholders. The job provides oversight of vendor operational, quality and performance metrics, communicates changes in process and procedure, and assesses vendor performance. The job coordinates, prioritizes, and manages process and technology projects that support the Enterprise. The individual also delivers compassionate service that is fast, fair, and easy, to ensure customer retention. The individual works independently, prioritizes the individual's own responsibilities, and manages the individual's own workload. The individual consistently meets band level behaviors, production, quality and/or customer service goals.
The hiring team would prefer their chosen candidate to be based out of Northbrook or a hub (Charlotte, Chandler, or Irving) but are open to considering all candidates.
This role will also require approximately 20-30% travel based on the project that will be getting worked on.
Key Responsibilities
Customer Service
- Ensures and enables staff to maintain a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met
- Manages and resolves escalated customer communications, concerns, conflicts or issues
- Reviews customer satisfaction results; develops and directs business unit action plans
Process Design / Improvement
- Develops recommendations to address identified process gaps and designs process enhancements to achieve desired business outcomes
- Develops timelines, coordinates resources, and establishes check-in meetings to implement process enhancements and/or new processes
- Engaged in process improvement implementation and communicates status to all stakeholders
- Leads or acts as individual contributor to projects, manages team members and holds them accountable
- Translates technical concepts to business implications/capabilities to for project requirements and discussion purposes
- Provides trend and results analysis on quality assurance to leadership
- Researches and responds to Field inquiries made on a variety of questions, concerns, and topics
- Collaborates with Home Office and cross functional groups on various projects and product changes involving the disciplines the role supports
Vendor Relations
- Evaluates vendor performance through continuous analysis of key performance indicators (KPIs), quality, compliance and responsiveness to staffing requests; Assesses performance of vendors using KPIs and SLAs
- Communicates changes in process and develops and provides vendor performance data
- Engages with vendor when business and performance goals are not being met to identify performance hurdles and determine resolution
Job Qualifications
- Bachelors degree in related field preferred
- 5+ years of claims experience preferred
- Total loss/salvage experience required
- Project management experience preferred
- Able to demonstrate the successful design and implementation of innovative, automated solutions.
- Advanced experience in a data and/or analytic related function
- Ability to demonstrate strong quantitative and analytical proficiencies using Excel, Tableau and Business Objects
- Experience of managing multiple projects simultaneously.
- Decision making capabilities including problem solving approaches, decision frameworks; ability to design and lead complex analysis
- Applies highly advanced knowledge of insurance policy, coverage, claim processes, claim systems, coverage, liability, and adherence to applicable state, federal, and legal compliance standards
- Applies highly advanced problem solving skills to continuously improve business outcomes
- Ability to assist leadership in achieving business unit objectives
- Great ability to persuasively advocate a position and build momentum for change and action
- Advanced ability to manage multiple priorities given aggressive timelines; comfortable performing in a fast paced, dynamic and ambiguous business environment; manage both internal and external resources
The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.
Good Work. Good Life. Good Hands.
As a Fortune 100 company and industry leader, we provide a competitive salary but thats just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, youll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.
Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.
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 policy of Allstate to employ the best qualified individuals available for all jobs without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity/gender expression, disability, and citizenship status as a veteran with a disability or veteran of the Vietnam Era.
Company
- Website
- https://www.allstate.com/
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