Avail - Claims Operations Lead

Date Opened: Sep 3, 2021

Location: Remote, Remote, US

Company: Allstate Insurance Company

Avail is a car sharing service to help people get where they want to go–whether that’s to run errands, take an unforgettable road trip, or explore a new city–while helping locals earn cash from their unused cars. We are passionate about making shared transportation safe, simple, and affordable, and redefining what it means to own a car.

 

We’ve assembled some of the sharpest folks from across industries to compete against the antiquated system of traditional car rental. We put ideas into action and learn along the way in an open, collaborative work environment. As a part of Avail, you’ll make a direct impact and help build a business from the ground up. No matter where you’ve been, we’re always looking for fresh thinking and new perspectives. 

Job Summary

The Claims Operations Lead is responsible for delivering an accessible, transparent, timely and seamless end-to-end claims experience on the platform for Avail users. This role is a key player in driving our go-forward claims strategy as the platform continues to scale, and manages the entire claims process interfacing with internal & external partners in the claims value chain. The role manages the day-to-day relationship with our claims partners, Allstate Claims stakeholders and coordinates across the other functional areas including Field and Supply Operations, Customer Support and Trust & Safety. 

Avail is in a period of exciting growth, particularly with the rebound in travel as we come out of the pandemic. Avail’s insurance offering for platform users is a key enabler of this growth. When our users join Avail’s car-sharing platform, they expect a hassle-free and seamless insurance experience that handles both the risk associated with sharing their cars on the platform and from renting cars from the platform, including a fair and satisfying claims experience in the event of an unforeseen incident with their vehicle - it is their “moment of truth”. It’s therefore critical for Avail to have a robust claims experience that is suited to the unique potentialities of a two-sided marketplace, and leverages modern claims technology & analytics that scale as the platform grows.

Key areas for this role include driving all things claims related in the context of a fast-growing two-sided marketplace, and being accountable for claims performance metrics such as cycle time, customer claims satisfaction, loss performance. Expectations include integrating tightly across claims partners and functional areas, developing and implementing a best-in-class experience, and having a strategic mindset to set up our claims operations for scale and success.

Key Responsibilities

●    Drive a bold and innovative vision to drive Avail's claims experience strategy
●    Own the delivery of a best-in-class Claims operations function that leverages optimal workflows between Avail teams and the Claims org, automation where applicable, and process streamlining capabilities to operate more efficiently
●    Drive efforts to improve Avail and Owner visibility on claims 
Partner with the external (Allstate) Claims organization, Avail Field Operations, Customer Operations and Trust & Safety teams to deliver a best-in class claims experience to Avail users 
●    Define and hold claims partners accountable for SLA’s that drive operational efficiency on the platform, e.g., optimize claims cycle time and downstream implications of product changes on claims process
●    Identify frictions and enhancement opportunities in the claims process, with focus on digitizing the claims experience and providing greater transparency within the platform operations and to our users 
●    Develop insights based on claim data, loss trends, customer satisfaction results and customer feedback. Identify process, technology and execution gaps, present findings to stakeholders, recommend changes and drive execution 
●    Monitor industry trends for best practices and omnichannel claim handling for our two-sided marketplace; communicate findings to drive go-forward claims strategy 
●    Develop and operationalize our claims strategy to achieve exceeding CSAT/NPS for owners/borrowers. 
●    Share domain expertise with relevant cross functional Avail teams to ensure tight coordination across teams on claims, maintenance, customer & field operations issues, including developing training materials when needed
●    Manage and resolve escalated claims-related customer concerns, conflicts or issues
●    Actively contribute to insurance team decisions and initiatives that impact overall insurance experience. Take risks and generate alternative ideas
 

Job Qualifications

Preferred Qualifications

Education and Experience

●    4+ years’ experience in mobility and/or Insurtech and/or P&C insurance operations; minimum 1+ years of auto claims management experience
●    Advanced knowledge of automobile claim processes, policies, procedures, systems, damage estimating, and/or settlement
●    Advanced knowledge of auto insurance policy, coverage and regulation
●    Mix of quantitative and qualitative skills and ability to formulate claims strategy within a tech-driven, process & numbers-oriented culture
●    Prior experience with Risk Management Information Systems (RMIS, i.e. Origami, Guidewire, insurer claims administration system) and CRM (i.e., Salesforce) is helpful, but not required

Functional Skills

●    Demonstrated ability to take initiative and handle multiple concurrent assignments, prioritize and organize in a timely manner
●    Strong ability to realize downstream implications of decisions
●    Strong communication skills and strong ability to persuade and obtain influence without authority. Ability to communicate workstream-specific concepts to various audiences both in and outside the organization
●    Strong ability to adapt projects, programs or methods based on operational practicality and customer feedback 
●    A willingness to examine opportunities using a first principles approach and challenge long-held assumptions about insurance and claims lifecycle
●    Advanced interpersonal skills with the ability to effectively collaborate with others at all organizational levels & build relationships across functions
●    Excellent judgment, critical-thinking, and decision-making skills; can balance attention to detail with swift execution
●    Self-starter who enjoys a fast-paced environment and seeks the challenge of winning on customer experience in a rapidly changing marketplace. Attention to detail & agility
●    Demonstrated ability to execute with urgency and focus; someone who values ownership of outcomes. 
●    Ability to measure, evaluate, and act on results (financial and operational). Ability to work with loss data to develop insights, interpret and make business process recommendations 
●    Strong collaborative skills (leads and collaborates across boundaries to implement decisions and / or initiatives in an integrated manner)
●    Ability to thrive in a fast paced, cross-regional, diverse, and dynamic work environment
●    Serve as a credible, knowledgeable and trusted domain expert
●    Embody the Avail team’s 5 core values: Transparency, Collaboration, Bias for Action, Customer-Obsession, and Integrity

That’s the day to day, here’s the bigger picture.

 

Avail was founded by The Allstate Corporation in 2018. But you’ll be working for (and at) Avail. Our work environment blends the ingenuity and flexibility of a startup with the scale and strengths of a Fortune 100 company. Perks include a generous PTO policy, flexible working options, and a focus on leadership, wellness, and culture. We also offer 401k, health insurance, and other employment benefits for your future.

 

See a job you love? We encourage you to apply, even if your experience isn’t a perfect match.

Learn more about life at Avail. Connect with us on Instagram and LinkedIn

 

We generally do 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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