Manages a claims unit within a geographic area. This includes review, adjusting and payment of claims within a particular line of business. May handle one or a combination of the following lines of business within a geographic territory: property damage. Direct supervision of claims representatives. Other responsibilities include managing customer complaint/ satisfaction, expense control, monitoring loss cost objectives, and supporting cross-functional and cross-claims specialty coordination. May be required to lead local recruiting teams and actively partner with HR and claims leadership to develop an annual workforce plan.
Education: Undergraduate degree or post-graduate studies preferred.
The ideal candidate will possess:
Minimum of 5 years of field property claims experience
Large loss claims experience - plus
People leader experience - plus
Licenses/Designations: State licensing where required. Successful completion of required/applicable claims certification training/classes.
Experience: Eight years related experience in claims settlement, handling, or management. Supervisory, training and/or claims consulting experience preferred.
Knowledge: In-depth knowledge of claims files handling, investigation and settlement processes and procedures. Legal issues/litigation process as it relates to claims. Claims Best Practices and quality file review procedures. Insurance industry operations including understanding of sales and underwriting functions. Claims operations practices, procedures and related systems.
Skills/Competencies: Excellent customer focus to proactively identify and understand customer needs. Oral and written communication skills for frequent contact with claims representatives, claimants, policyholders, claims field management. Demonstrated decision-making skills, including the ability to recognize, analyze and improve claims performance situations such as loss control, LAE, customer satisfaction, employee development and engagement. Ability to supervise and train claims representative in all aspects of claims processes. Effective listening, oral and written communication skills necessary for customer contact, negotiation, presentations, project management, and personnel management. Ability to make decisions, establish priorities, and set strategic directions. Ability to organize and deal with a variety of situations, discern problems and recommend/implement resolutions. Proven ability to operate personal computer with proficient use of claims and business software.
Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors. Staffing Exceptions to the above Minimum Job Requirements must be approved by: Business Unit Executive and Human Resources.
JOB CONDITIONS: Working Conditions:Office or Field claims environment. May require ability to sit and use telephone and personal computer for extended periods of time. Must be able to operate an automobile and have a valid driver's license with a safe driving record. Must be able to make physical inspection of accident scenes and property and/or property loss sites. Must be able to climb ladders, balance at various heights, stoop, and bend and/or crawl to inspect vehicles and/or structures. Must be able to work out-of-doors in all types of weather. Must be willing to work irregular hours and to travel with possible overnight requirements. Must be available to work catastrophes (CAT) requiring travel to CAT sites with multiple on-site responsibilities and/or for extended periods of time; including holidays and weekends.
Credit/Background Check: Due to the fiduciary accountabilities within this job, a valid credit check and/or background check will be required as part of the selection process.
ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.
Telecommuting is allowed.
Internal Number: 61129
About Nationwide Insurance
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