We are looking for individuals to join our Centralized Property team, supporting our Desk Settlement Team, Property Repair Network Team, and our Unstaff Remote Settlement Team.

We will staff these positions in either the Grandview Heights, OH office; Des Moines, IA office. For the right candidate, may consider Work From Home (Remote).

This opportunity does include working catastrophe (CAT) duty, which would involve working outside of normal business hours (typically 9AM-5:30PM).

This role is posted as a Specialist II (E3), but can be filled as a Specialist I (D3) based on skills and qualifications.

Highly preferred, but not required:

• Customer service experience

• Claims handling experience, property experience is a plus

• Subject matter expert or coaching/mentoring experience is a plus · System knowledge is a plus (ClaimsCenter, Xactimate, Xactanalysis)

Area definitions:

• Desk Settlement Team – Responsible for estimating content losses and non-complex structure losses that can be handled without a field inspection. Preferred skill sets for this role include: strong customer service, organized and good time management, claims knowledge/background, strong written and verbal communication.

• Property Repair Network Team – Responsible for managing claims that are handled through our preferred property repair network. Preferred skill sets for this role include: strong customer service, organized and good time management, estimating proficiency, claims knowledge/background, strong written and verbal communication.

• Unstaff Remote Settlement Team – Responsible for managing claims and settling claims remotely utilizing remote settlement tools. Preferred skill sets for this role include: strong estimating and negotiation skills, ability to scope and estimate damages from aerial imagery, claims knowledge/background, strong written and verbal communication.

Job Description Summary

JOB SUMMARY: Investigates and resolves personal lines claims and supplements via telephone. Promotes and provides "On Your Side" customer service. Responsible for the handling of claims in accordance within prescribed authority and Best Claims Practices.

Job Description

RELATIONSHIP: Reports to Claims Manager                                        

JOB RESPONSIBILITIES:  

1. Delivers a positive “On Your Side” customer service experience to internal, external, current, and prospective Nationwide customers. Adheres to high standards of professional conduct consistent with the delivery of superior service.
 

2. Captures first notice of loss for new homeowners claims and, when possible, handles these claims to conclusion, delivering optimal customer service.
 

3. Provides first-level customer service for agents, members, and other customers through direct inbound calls, responding to all questions and inquiries.          
 

4. Promptly and effectively handles to conclusion all assigned claims with little to no direction and oversight. Makes decisions within delegated authority as outlined in company policies and procedures. Adheres to high standards of professional conduct consistent with the delivery of superior service. These options include the use of the Property Repair Network, independent adjusters, and self-written estimates.  
 

5. Provided leadership to less experienced claims associates.
 

6. Provides continuous feedback to management regarding trends, processes, and practices in effort to improve the efficiency of the organization and the satisfaction of its customers
 

7. When assigned, manages Property Repair Network vendors or Independent Adjuster. Reviews all estimates proposed by vendors or adjuster and explains scope of work to members.
 

8. Opens, closes, and adjusts reserves in accordance with company practices designed to ensure reserve adequacy. Recommends special reserves where necessary, in accordance with Corporate Reserving Guidelines. Makes decisions within delegated authority as outlined in company policies and procedures
 

9. Determines proper policy coverage on claims and supplements, using Best Claims Practices to investigate, evaluate, negotiate, and finalize assigned property claims.
 

10. Receives notices of new large loss claims and makes first meaningful contact. Evaluates merits of claim to determine best settlement path. If warranted, handles claim through Property Repair Network. Otherwise, coordinates emergency services and temporary accommodations for member, informing them of all relevant field assignments.
                                               

11. Initiates and conducts follow-ups via proficient use of claims systems and related business systems.                                                                                                                                                     
12. Maintains and develops current knowledge of: assigned insurance lines, court decisions that may affect the claims function, current guidelines in the claims function, and policy changes and modifications.  This may require attendance at various seminars or training sessions.                  
 

13. Maintains current knowledge of local industry repair procedures and local market pricing. Submits severe incident reports, reinsurance reports, and other information to claims management as needed.    
                                                                                                           

14. Partners with SIU and Subrogation to identify fraud and subrogation opportunities.  Assists or prepares files for suit, trial, or subrogation. (Property/MD/Casualty). Other duties as assigned.