Northbrook, Illinois

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. 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 more than 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 Summary

The Territorial Claims Leader (TCL) is responsible for designing, developing, and implementing projects and initiatives within a subset of a field discipline that aligns with Claims strategic direction and supports strategic goals. The TCL manages a subset of the operations of a team within a Market Claim Office (MCO), typically with an excess of 125 employees, including leading, training, inspiring, engaging and motivating leaders and employees in one or more business segments with a focus on collaboration, innovation, and customer centricity. The individual analyzes results and contributes to the development of strategies and action plans to support the achievement of operational goals related to customer service, loss cost management, and expense controls. The individual is responsible for complex claim decisions, identification of hiring, training, and succession planning opportunities, and the development and implementation of short- and long-term strategies and process improvements to achieve corporate financial outcomes. The individual is also accountable for human resources duties, including resource management, hiring, performance management, talent development and compensation planning.

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
  • Develops business strategies that ensures a focus on customers

Administration and Operational Management
  • Establishes operational strategies, goals and objectives for Claim Service Leaders (CSL) and the CommercialClaims Office in alignment with CSA and corporate goals
  • Develops strategies and opportunities for operational improvement
  • Compiles and analyzes key metrics and operational reports and develops action plans to improve claims processes and customer service to sustain existing customer base and attract new customers
  • Collaborates with other Areas of Responsibility s to define, develop and implement recommendations for operational, loss cost, and/or expense reduction improvements
  • Ensures compliance to company, state, and federal compliance rules and regulations
  • Identifies issues and potential solutions on all aspects of the claims business for area of responsibility

Supervisory/People Management
  • Typically leads a minimum of 2-5 direct reports with downline up to 50 reports in field units
  • Reports directly to the Delivery Senior Manager
  • Creates a productive and supportive work environment of highly engaged employees who create highly satisfied customers
  • Fosters a collaborative environment that inspires and motivates a large number of employees
  • Directs and analyzes workflow and determines hiring and staffing needs
  • Encourages and motivates team to achieve compassionate customer service, operational performance goals, and established commercial claim office goals
  • Manages and monitors human resources including employee training, recruitment, development and evaluation; recommends promotions, merit increases, succession planning, and terminations, and advises on opportunities for improvement, training, and development
  • Partners with senior leadership to determine and develop talent management strategies
  • Effectively coaches and provides development/career guidance for direct reports
  • Leads teams in understanding the link between Allstate objectives and their contributions
  • Leads and implements change management initiatives for the Commercial Claims Office
  • Communicates business trends and issues to employees
  • Creates a productive and supportive work environment of highly engaged employees who create highly satisfied customers
  • Ensures understanding of business objectives, results, processes, etc. with their direct reports
  • Administers company Human Resources policies


  • Commercial experience preferred
  • 5+ years Casualty (including represented, litigated and large loss) experience required
  • Bachelor’s degree in related field preferred or equivalent experience
  • Lead and analyze the uninsured, represented and litigated files
  • Ability to communicate and partner with external clients
  • Applies highly advanced knowledge of problem solving and preparation of complex reports for analysis
  • Ability to influence, to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
  • Applies highly advanced knowledge of insurance policy, coverage, and regulation
  • Applies advanced knowledge of claim processes, policies, procedures, claim systems, coverage, liability, damage estimating, and/or settlement, and adherence to applicable legal compliance standards
  • Applies advanced industry knowledge to discipline practices, including best practices, to support the business unit
  • Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data
  • Applies highly advanced negotiation and/or arbitration skills
  • Applies highly advanced conflict management and problem resolution skills in managing internal and external customer relationships
  • Applies highly advanced problem-solving skills to continuously improve business outcomes
  • Ability to assist leadership in achieving business unit objectives
  • Ability to investigate, evaluate and settle highly complex claims
  • Introduces and leads change effectively
  • Provides highly advanced individual decision making within authority limits
  • Works within highly complex assignments requiring specialized knowledge in breadth and/or depth in area of expertise
  • Has and maintains all appropriate licenses and registrations for the role per state requirements
  • Applies advanced skill in motivation, organization, training, coaching and facilitation of teamwork
  • Regular, predictable attendance is an essential function of this job.

Compensation Data

Compensation range for this position is$91,800- $159,300 per year, based on experience and qualifications.

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. For a full description of Allstate’s benefits, visit

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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To view the “EEO is the Law” poster click “ here ”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs

To view the FMLA poster, click “ here ”. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.

It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.

Northbrook, Illinois

Allstate Work Environment Allstate is a great place to work! Allstate is a place of advanced technology, innovative products and unlimited opportunity. With more than 20 million customers, Allstate is the largest publicly held property and casualty insurance company in the nation. We have tremendous opportunities for those self-starting people who are looking for challenge, and ready for change. Diversity Our Diversity and Work/Life Strategy is an integrated approach to attract, retain and motivate our workforce. Some of the processes encompass: Affirmative Action,Work/Life and Wellness Initiatives, Diversity Education, Recruitment, Career Advancement and Development Leadership, Accountability Measurement, Mentoring Programs, Support Networks and Community Involvement. Culture Our business is one that is built on caring - a value that has been at the core of our relationship with customers, employees and agents for more than 70 years. Allstate has built its reputation on promising to be there when customers need help to protect their lives, families, property and communities. Our long heritage of caring and commitment is expressed through partnerships, volunteerism, grants, investments, safety and market initiatives. Our history is a testament to our culture: Allstate is a company of people who care.

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