Manager, Claims - Field Property (Missouri / Kansas - WFH)

Nationwide•City of Rensselaer, NY

1d•$97,000 - $145,000•Remote

About The Position

If you’re passionate about helping people protect what matters most to them at a Fortune 100 company with nearly $70 billion in annual sales, as well as innovating and simplifying processes and operations to provide the best customer value, then Nationwide’s Property and Casualty team could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers and partners are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care. This leadership position will require someone who can: Lead – energize others and share leadership. Innovate – solve needs in ways people have not yet imagined. Adapt – anticipate and embrace change. No two property claims are ever the same and each customer has unique needs. Our team thrives on providing the very best service and building lasting, successful relationships with our customers. If you are confident, curious, driven to learn and grow, and have a desire to help people when they most need it, we want to know more about you! As a Manager, you'll lead a claims unit within a geographic area. This includes reviewing, adjusting and paying property damage claims. Other responsibilities include handling customer satisfaction, expense control, supervising loss cost objectives and supporting cross-functional and cross-claims specialty coordination. You also 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
Undergraduate degree or post-graduate studies preferred.
State licensing where required. Successful completion of required/applicable claims certification training/classes.
Eight years related experience in claims settlement, handling or management.
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.
Verbal 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, 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.
Must have a valid driver’s license with satisfactory driving record in accordance with Nationwide standards.

Nice To Haves

Supervisory, training and/or claims consulting experience preferred.

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.

Benefits

medical/dental/vision
life insurance
short and long term disability coverage
paid time off with newly hired associates receiving a 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
401(k) with company match
company-paid pension plan
business casual attire