Senior Complaints Specialist

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 The Senior Complaints Management Consultant is responsible for managing complex, high-risk, and escalated customer complaints across Allstate Canada Group, with a primary focus on claims-related matters, regulatory complaints, and issues involving significant customer, legal, financial, reputational, or regulatory risk. Acting as a subject matter expert in complaint handling, claims operations, consumer protection expectations, and regulatory requirements, this role independently leads end-to-end investigations, provides strategic guidance to business partners, supports regulatory responses, and identifies systemic risks and improvement opportunities to enhance customer outcomes and strengthen complaint management practices. Who is Allstate:   Allstate Insurance Company of Canada is a leading home and auto insurer focused on providing its customers prevention and protection products and services for every stage of life. Serving Canadians since 1953, Allstate strives to reassure both customers and employees with its “You’re in Good Hands®” promise and is proud to have been named a Best Employer in Canada for nine consecutive years. Allstate is committed to making a positive difference in the communities in which it   operates   through partnerships with charitable organizations, employee   giving   and volunteerism. To learn more, visit www.allstate.ca. For safety tips and advice, visit www.goodhandsadvice.ca.   Through our Employee Value Proposition, we have worked hard to develop and nurture a culture where employees feel valued, experience personal growth, have career   options   and truly enjoy the work they do.    Role Designation:   Hybrid     Benefits to joining Allstate   Flexible Work Arrangements   Employee discounts (15% on auto and property insurance, plus many other products and services)   Good Office program (receive up to 400$ back after   purchasing   office equipment)   Student Loan Payment Matching Program for Government Student loans   Comprehensive Retirement Savings Program with employer matched contributions   Annual Wellness allowance to support employees with improving health and wellbeing   Personal reflection day    Tuition Reimbursement    Working within the community and giving back!   Accountabilities :   Lead investigations of   highly complex , sensitive, and escalated customer complaints, including matters involving multiple business units, external stakeholders, legal considerations, or regulatory risk.   Analyze claims files, operational records, customer communications, policies, procedures, and regulatory requirements to   determine   fair, balanced, and defensible complaint outcomes.   Manage complaints received from provincial and federal regulators, ombud services, consumer advocacy organizations, and other external bodies, including coordinating   timely   and   appropriate responses .   Serve as a subject matter expert on personal   lines   claims handling practices, complaint management principles, consumer protection expectations, and regulatory readiness.   Identify   recurring complaint themes, emerging risks, conduct concerns, compliance gaps, systemic issues, and opportunities to improve customer outcomes and operational effectiveness.   Support governance, reporting, audit, quality assurance, compliance assessment, and continuous improvement activities related to the Complaints Management Program.   Build trusted relationships with Claims, Legal, Compliance & Business Conduct, Risk & Return Management, Operations, Customer Care, and business leaders while providing coaching and guidance on complex complaint matters.   Qualifications   : Bachelor's degree in Business , Law, Insurance, Risk Management, Public Policy, or   a related   discipline.   Minimum 8-10 years of insurance industry experience, including at least 5 years handling complex claims, escalated complaints, regulatory matters, or compliance investigations.   Strong understanding of property and casualty insurance operations, personal lines   claims   processes, customer complaint handling, and insurance regulatory requirements across Canada.   Advanced investigative, analytical, risk assessment, and problem-solving skills, including experience conducting root cause analysis on complex customer issues.   Exceptional written communication, report-writing, presentation, and facilitation skills, with the ability to translate complex findings into concise executive-level messaging.   Strong judgment, decision-making, conflict resolution, negotiation, and stakeholder management skills, including the ability to influence without direct authority.   Ability to manage sensitive customer situations, competing priorities, regulatory timelines, and files involving significant customer, legal, financial, reputational, or compliance risk.   Bonus qualificatio n s :    CIP, FCIP, CRM, CFE, CHRP, compliance, risk, or related professional designation   is   considered an asset.   Experience interacting with regulators, ombuds organizations, auditors, or external oversight bodies is preferred.   Experience supporting regulatory examinations, audits, governance reporting, issue management, or complaint program reviews is an asset.   Knowledge of consumer protection expectations, conduct risk, regulatory compliance, governance, and enterprise risk management practices is preferred.   Allstate Canada Group has policies and practices that provide workplace acc