Automotive Virtual Triage Total Loss Adjuster - Remote

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. 

Job Description

As an Automotive Virtual Total Loss Adjuster you will be responsible for providing a superior level of customer service and attention to customers who have a vehicle that needs repaired. The individual virtually inspects damage to a vehicle (which may include automobiles, motorcycles, all-terrain vehicles and recreational vehicles), writes damage repair estimates, completes total loss valuations and negotiates moderately complex and occasionally complex settlements with repair facilities, tow yards, customers, and estimates repair times for rental/loss of use. The individual works independently, prioritizes the individual's own responsibilities, and manages the individual's own workload and is responsible for explaining coverage, estimates, claims, settlement, and rental processes to agents and/or customers. The idea candidate will need to have a minimum of 18 months or more experience writing Auto collision estimates using an auto estimating program such as: CCC One / Mitchel, Audatex.

Key Responsibilities:

The Customer Service Expert – you’ll live into Allstate’s Claims Culture by caring, empowering, and restoring, and you will accomplish that by being compassionate, clear, and a committed partner in each Casualty claim. You lead with empathy, always. 

The Investigator – you’ll confidently and independently investigate casualty (and applicable LOB (line of business)) claims by performing detailed reviews of damage and interpreting policies to determine coverage. 

The Effective Communicator – you’ll use phone, emails and sometimes even video chat with customers to help them through a fast, fair, and easy claims process. You’ll also incorporate a specific approach to claim handling to offer the customer their preference of communication to efficiently discuss their claim needs and keep them updated on the claim progress. 

The Negotiator – You will evaluate and negotiate claims settlements with customers, vendors, third party carriers and claimants, in accordance with all legal and business standard methodologies. With negotiations, you will incorporate tactics in handling challenging and complex situations.

The Problem Solver – you’ll utilize multiple tools to get the job done in a fast-paced environment, including estimate tools, job aids, and additional settlement platforms, all while using your sharp critical thinking skills. 

The Recorder – you’ll protect the company financially by executing policies along policy agreements, and you keep a clear record of your work in a claims system that you will be trained on. You’ll accomplish this by ensuring timely and accurate documentation is completed as you work on each claim. 

Work Location

Your home office does not need to be near an Allstate office, but it does need to be in the United States. This position is not available for California, Alaska, and Hawaii residents.

When you work from home full time, you’ll need: 

• A dedicated workspace in your residence that is private and free from distractions
• A minimum internet bandwidth of 50 MB down/5 MB up 
• Appropriate work surface and seating  

What will Allstate provide:

• A technology bundle that includes all equipment needed to perform your work from home (laptop, monitors, headset, keyboard, mouse) 
• Connectivity reimbursement of $80 per month to offset some of the cost of internet

   “Please note, you may be required to attend 1-week of training that will take place in Wheeling, IL.”

Preferred Experience

• You have 18 months or more experience writing Auto collision estimates 
• You have prior experience using an auto estimating program such as: CCC One / Mitchel, Audatex 

Functional Skills

• Summarizes documents and enters into claim system notes
• Documents a claim file with notes, evaluations, and decision-making process.
• May work the Triage Tool and partners with the Good Hands Repair Network for vehicles that may be potential total losses, and determines reparability and if repairs can be settled rapidly
• Investigates moderately complex or occasionally complex files, reviews damage, take photos, and determines reparability or total loss
• Prepares d