Inside Auto Claims Service Leader (Hybrid- Nashville, TN)

About the role

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 a Level 2 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.

Work Location and Schedule

• During Training:
  • Location: 555 Marriott Dr Nashville, TN 37214
  • Hrs: Monday–Friday, 8:30 AM – 5:00 PM
  • Work Arrangement: Full-time, in-person during training
• After Training:
  • Hrs: Monday–Friday between 8:00 AM – 5:30 PM, with occasional Saturday
  • Work Arrangement: Hybrid schedule – 3 days in office (Monday–Wednesday), 2 days remote (Thursday–Friday)

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.

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 Administration
• Claims Resolution
• Coaching
• Leadership
• Prioritization
• Team Development
• Team Management

Compensation

Base compensation offered for this role is $90,000-$140,000 annually and is based on experience and qualifications.