Auto Claims Service Leader; Hybrid- Nashville, TN

Job Description

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. The individual supports the implementation of operational initiatives that enable the achievement of Allstate’s business objectives, develops strategies to achieve employee performance levels and expert execution of claim processes, monitors staffing levels and workloads, provides coaching and mentoring, participates in performance reviews, manages customer conflicts, assists with establishing unit goals and objectives, and delivers compassionate service that is fast, fair, and easy to ensure customer retention.

• Lead and support a Level 2 Inside Auto team, fostering a positive, high‑performing environment.
• Consistently meet band‑level behaviors, production, quality, and customer service goals.
• Ensure staff maintain a connection with the customer by understanding and meeting their needs.
• Manage and resolve escalated customer communications, concerns, conflicts, or issues.
• Eliminate barriers that hinder business results and proactively identify and manage risk.
• Develop, maintain, and analyze operational and statistical data used by claims employees and leadership teams.
• Create an environment of ethics and integrity that embraces Allstate’s shared vision.
• Ensure adherence to empathetic and responsive customer service in all transactions.
• Coach and provide development/career guidance for direct reports.

During Training (Monday–Friday, 8:30AM–5:00PM) – Full‑time, in‑person at 555 Marriott Dr, Nashville, TN37214.

After Training – Monday–Friday, 8:00AM–5:30PM, with occasional Saturday work;
Hybrid schedule: 3 days in office (Mon–Wed), 2 days remote (Thu–Fri).

• 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.
• Five or more years of experience (preferred).

As a condition of employment, you may be expected to obtain an adjuster’s license in multiple markets. All required licenses must be obtained within 60days of hire and maintained, including continuing education and state‑affiliated renewal requirements.

• Leadership & Team Management
  :
  Proven ability to lead and develop a team, performance management, coaching, and workload oversight.
• Customer Service Excellence
  :
  Strong customer orientation, history of resolving escalated concerns empathetically and effectively, commitment to satisfaction and retention.
• Operational Performance
  :
  Process improvement implementation, KPI management, data‑driven results, removal of operational barriers.
• Communication & Conflict Resolution
  :
  Excellent verbal and written skills, managing sensitive conversations, resolving conflicts, navigating high‑stress situations professionally.
• Strategic & Cross‑Functional Collaboration
  :
  Aligning team goals with business objectives, building partnerships, influencing outcomes across departments.
• Leadership & Team Development
  :
  Empowering talent, continuous development and accountability culture.

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

Base compensation is $90,000–$140,000 annually, based on experience and qualifications.

Allstate generally does not sponsor individuals for employment‑based visas for this position. Effective July1,2014, under Indiana House Enrolled Act (HEA)1242, it is against public policy and discriminatory to refuse employment of a veteran. For jobs in San Francisco or Los Angeles, Allstate complies with the respective Fair Chance Ordinances. Allstate is an equal opportunity employer and prohibits unlawful discrimination on the basis of ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, military or veteran status, national origin, race, religion, sex, or sexual orientation.

Allstate provides comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Eligible remote workers receive a monthly connectivity reimbursement. Remote work requires a dedicated workspace and reliable internet with minimum speeds of 50MB download and 5MB upload.