Loss Drafts Inbound Call Center – Team Lead I
Allstate
full-time
Posted on:
Location Type: Remote
Location: Remote • Arizona, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $46,000 - $65,970 per year
Job Level
Senior
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
loss draftsmortgage claimsproperty loss processesdocumentation reviewcompliance oversightperformance metricsquality checkscoaching plansservice deliveryescalated service calls
Soft skills
supervisioncoachingcommunicationclient relationship managementproblem-solvingteam managementperformance measurementfeedback provisionoperational efficiencyconflict resolution
Certifications
High School DiplomaGED