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Think that working in the insurance field can’t be exciting, rewarding and challenging? Think again. You’ll help us reinvent protection and retirement to improve customers’ lives. We’ll help you make an impact with our training and mentoring offerings. Here, you’ll have the opportunity to expand and apply your skills in ways you never thought possible. And you’ll 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.
The Auto Quality Assurance function is responsible for actively measuring overall claim handling focusing on our ability to execute consistently and achieve quality and operational excellence. The Auto Quality Assurance team will serve as the backbone of the Claims measurement system – accountable for measuring effectiveness and consistency, identifying strengths and opportunities for continuous improvement, conducting strategic analysis, and informing the development of processes. This may include collaboration with Claims Line Management and Field Leadership. By facilitating the development of appropriate quality assurance practices, it will support Allstate in achieving key business outcomes that remain in compliance with laws and regulations.
This job is responsible for ensuring consistency of estimating practices for Auto claim service adjusters, the Good Hands Repair Network repair facilities, and compliance to best practices. The individual conducts physical and/or virtual reinspections of damaged vehicles and analyzes complex estimates prepared by Allstate auto technicians and Good Hands Repair Network shops. The individual provides work guidance and direction to less senior employees and provides mentoring and coaching to the team. The individual also provides key feedback and support as needed to assist business unit’s continued adherence to best practices. The individual also delivers compassionate service that is fast, fair, and easy, to ensure customer retention. The individual works independently, prioritizing the individual’s own responsibilities, and managing the individual’s own workload. The individual also consistently meets band level behaviors, production, quality, and/or customer service goals.
Customer Service
- Makes and maintains 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
- Researches and responds to complex customer communications, concerns, conflicts or issues
File Review/Quality Assurance
- Selects complex estimates for reinspection
- Completes physical reinspection’s, ride-alongs, and/or desk reviews of adjuster and/or vendor repair estimates and other assigned claims to ensure adherence to estimating best practices and process and documentation compliance
- Claims reviewed may be from different work locations and can include method of inspection
- Makes corrections and repair recommendations
- Provides information on reinspection results to ensure vendors, repair facilities, and technicians are following Allstate specific guidelines and procedures
- Collaborates with leadership regarding inspection or file review results
- Participates in calibration activities with the Claims organization
Training Development and Delivery
- May assist local leadership with identifying unit needs for training and development
- Partners with management to identify opportunities to assist with adjuster coaching, training, and mentoring
Vendor Management
- Monitors network utilization and identifies potential need for expanded or new networks
- Develops, manages and audits relationships with network vendors
Other Projects and Responsibilities
- May participate in one or more special assignments
- May serve as a committee team lead for medium-sized projects or as a committee team member on large projects
- Bachelor’s degree in related field preferred or equivalent experience
- Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
- Applies broad knowledge of insurance policy, coverage, and regulation
- Applies broad knowledge of claim processes, policies, procedures, claim systems, coverage, liability, damage estimating, and/or settlement, and adherence to applicable legal compliance standards
- Applies broad industry knowledge to discipline practices, including best practices, to support the business unit
- Applies broad ability to leverage learned technical skills in support of team objectives
- Applies broad negotiation and/or arbitration skills
- Applies broad conflict management and problem resolution skills in managing internal and external customer relationships
- Applies broad problem solving skills to continuously improve business outcomes
- Applies broad knowledge of training facilitation and coaching skills
- Ability to investigate, evaluate and settle complex claims
- Has and maintains all appropriate licenses and registrations for the role per state requirements
Regular, predictable attendance is an essential function of this job.
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 that’s 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, you’ll have access to a wide variety of programs to help you balance your work and personal life — including a generous paid time off policy.
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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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