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About the Role

Nationwide's Property and Casualty team is seeking a leader passionate about innovating and simplifying processes to provide exceptional customer value. This role is crucial for helping people protect what matters most.

Responsibilities

Supports claims performance improvement by participating in special claims initiatives.
Participates in local claims teams to improve cross-discipline coordination.
Coordinates resources with other functions such as quality assurance, fraud, subrogation, claims legal, service center/call center and corporate support staff.
Manages support resources/vendor as needed (Property Repair Network, etc.).
Conducts quality assurance file reviews and implements team recommendations.
Monitors and manages unit performance objectives.
Delivers an outstanding customer service experience to all internal, external, current and prospective Nationwide customers.
Resolves customer complaints according to Best Practices.
Monitors customer satisfaction to drive action plans for improvement.
Identifies, develops and retains associates who have the potential for or are ready to fill critical roles in the organization.
Leads associates, including performance management, salary planning and administration, training and development, workflow planning, hiring and placement and disciplinary actions.
May perform other responsibilities as assigned.
Reviewing, adjusting and paying property damage claims.
Handling customer satisfaction, expense control, supervising loss cost objectives and supporting cross-functional and cross-claims specialty coordination.
May lead local recruiting teams and partner with Human Resources and claims leadership to develop an annual workforce plan.

Requirements

Strong claims knowledge, Property experience is preferred
Proven leadership (informal or formal), including mentor and/or coaching skills
Strong customer service and conflict resolution competency
Excellent organization and adaptability skills
Can work through ambiguity
CAT duty is a requirement of this role
Eight years related experience in claims settlement, handling or management.
Supervisory, training and/or claims consulting experience preferred.
In-depth knowledge of claims files handling, investigation and settlement processes and procedures.
Legal issues/litigation process as it relates to claims.
Best claims practices and quality file review procedures.
Insurance industry operations including understanding of sales and underwriting functions.
Claims operations practices, procedures and related systems.
Excellent customer focus to proactively identify and understand customer needs.
Demonstrated decision-making skills, including the ability to recognize, analyze and improve claims performance situations such as loss control, adjusted loss expense, customer satisfaction, employee development and engagement.
Ability to supervise and train claims representative in all aspects of claims processes.
Effective communication skills vital for customer contact, reaching resolution, presentations, project management and personnel management.
Ability to make decisions, prioritize and set strategic directions.
Ability to organize and take care of a variety of situations, discern problems and recommend/implement resolutions.
Proficient use of personal computer, including claims and business software.
Regularly and consistently demonstrates the Nationwide Values.
May require ability to sit and use telephone and personal computer for extended periods of time.
Able to make physical inspection of accident scenes and property and/or property loss sites; climb ladders, balance at various heights, stoop, and bend and/or crawl to inspect vehicles and/or structures.
Able to work outside in all types of weather and 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.
Must have a valid driver’s license with satisfactory driving record in accordance with Nationwide standards.
A valid credit check and/or background check will be required as part of the selection process.

Skills

Leadership
Innovation
Adaptability
Mentor skills
Coaching skills
Customer service
Conflict resolution
Organization
Verbal communication
Written communication
Decision-making
Project management
Personnel management

Location

Downstate New York area

Work Type

Onsite
Field claims environment

Experience Level

Manager
Eight years related experience
Supervisory experience preferred
Training experience preferred
Claims consulting experience preferred

Education Level

Undergraduate degree preferred
Post-graduate studies preferred
State licensing where required
Successful completion of required/applicable claims certification training/classes

Salary/Compensations

$97,000.00-$180,000.00
$97,000.00 - $145,000.00

Benefits

Medical
Dental
Vision
401k with company match
Company-paid Pension plan
Paid time off
Life insurance
Short and long term disability coverage
Minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date
Nine paid holidays
8 hours of Lifetime paid time off
8 hours of Unity Day paid time off
Business casual attire

About the Company

Nationwide is a Fortune 100 company with nearly $70 billion in annual sales.
At Nationwide®, 'on your side' goes beyond just words.
Our customers and partners are at the center of everything we do.
We are looking for associates who are passionate about delivering extraordinary care.

Equal Opportunity

Nationwide is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged.
Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.