Catastrophe Vendor Oversight Consultant - Remote

Posted on Mar 26 95 views Northbrook, IL

The world isn’t standing still, and neither is Allstate. We’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needs. That’s why now is an exciting time to join our team. As a leader in a corporation with 83,000 employees and agency force members, you’ll have a hand in transforming not only Allstate but a dynamic industry. You’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.

You’ll do all this in an environment of excellence and the highest ethical standards – a place where values such as integrity, inclusive diversity and accountability are paramount. We empower every employee to lead, drive change and give back where they work and live. Our people are our greatest strength, and we work as one team in service of our customers and communities.

Everything we do at Allstate is driven by a shared purpose: to protect people from life’s uncertainties so they can realize their hopes and dreams. For 89 years we’ve thrived by staying a step ahead of whatever’s coming next – to give customers peace of mind no matter what changes they face. We acted with conviction to advocate for seat belts, air bags and graduated driving laws. We help give survivors of domestic violence a voice through financial empowerment. We’ve been an industry leader in pricing sophistication, telematics, digital photo claims and, more recently, device and identity protection. We are the Good Hands. We don’t follow the trends. We set them.

Job Family Summary

The Oversight Function is responsible for performing claims guidance, quality assurance and focused claim audits, including full file audits, partial file audits, payment audits, and providing analysis, training and oversight to Field Claims operations. Catastrophe claims result from catastrophic weather events, such as hurricanes, wildfires, earthquakes, and other man-made catastrophic events and can include auto, commercial, flood and/or property losses.

Job Summary

This job is part of the Vendor Oversight Team (VOT) and under limited supervision, is responsible for monitoring and providing oversight and direction on claims handled by contingent worker adjusters from initial report to final disposition. The individual provides guidance to adjusters in conducting investigations, assesses coverage, liability and damages, reviews the value of the claim, and provides settlement or denial authority on moderate losses exceeding individual adjuster or contingent worker administrative manager authority. The individual assists contingent worker adjusters and managers to achieve optimal customer service and participates in the design and implementation of processes to improve results and achieve department/business goals. The individual provides oversight that inspires quality performance and expert execution of required claim processes, creating a productive and supportive work environment. The individual provides analysis of trends and opportunity areas, and participates in determining proposed action plans for contingent worker adjusters and the management team. The individual provides work guidance and direction to less senior employees and provides mentoring and coaching to the team. 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.

This position operates on a 10/4 schedule and involves up to 75% travel (both local and national)

Key Responsibilities

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
  • Reviews customer satisfaction results; participates in determining necessary personal and business unit action plans

File Documentation and Reporting

  • Summarizes documents and enters into claim system notes
  • Documents a claim file with notes, evaluations and decision making process

Vendor File Review/Quality Assurance

  • Conducts claims performance/quality/audit reviews
  • Schedules and performs ride alongs and/or sit alongs
  • Documents claim file with direction, evaluations, and decision-making process
  • Interacts with various levels of claims management to communicate audit findings and recommend solutions to continuous process improvement
  • Assists AOR/MCO in achieving customer service goals
  • Reviews statistical reports to assess claim performance, processes, or procedures and explains information and analysis as a result of the research
  • Assists management in measurement of and developing strategies to address complex claim handling, opportunities in file quality, and process execution through review and analysis of related measurements
  • Assists management in creating, executing, and following up on action plans
  • Participates in calibration activities internally and externally
Key Responsibilities cont...

CAT Claims Handling Support

  • Monitors AOR segment(s) to ensure timely and quality claim handling
  • Acts as a resource to contingent worker adjusters on complex claims
  • Acts as a resource on all aspects of the claim: investigation, coverage decisions, evaluations, estimating, documentation, customer communication, process compliance, settlement and/or denials
  • Provides claim handling assistance on complex claims to contingent worker adjusters
  • Supports and manages coverage investigations, supplement triage, subrogation investigations, Public Adjuster claims, claims for ALE handling, asbestos abatement, OA ladder assists, and contents inventory and pricing
  • Executes complex event strategies
  • Oversees engineering and condo claims and cause and origin process
  • Provides vendor management and oversight
  • Verifies staffing
  • Provides authorization for damage estimates and claim payments for moderately complex claims
  • Coordinates large loss process

Training - Develop and Deliver

  • Proactively uses technical expertise to identify technical training opportunities and assess contingent worker adjuster needs for training and development
  • Advises contingent worker and Allstate management on coaching training opportunities to assist with adjuster performance
  • Acts as a resource to management on complex claim or coverage matters and high severity claims
  • Assists in developing training
  • May facilitate formal claim training, coaching, mentoring and feedback

Other Projects and Responsibilities

  • May participate in one or more complex special assignments
  • May serve as a committee team lead for medium-sized projects or as a committee team member on large projects
  • Bachelors degree in related field preferred or equivalent experience
  • Auto technical experience preferred
  • NextGen experience preferred
  • 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 knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data
  • Applies broad knowledge of problem solving and preparation of reports for analysis
  • 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
  • Provides broad individual decision making within authority limits
  • Has and maintains all appropriate licenses and registrations for the role per state requirements

This position has a competitive salary starting from 56,000

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.

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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