Manager, Claims - Field Property (Downstate New York - WFH)

Nationwide•New York, CT

13d•$97,000 - $145,000•Remote

About The Position

Nationwide is hiring a Manager to lead a property claims unit in a geographic area in Downstate New York. The position involves reviewing, adjusting, and paying property damage claims while managing customer satisfaction, expenses, loss-cost objectives, and coordination across claims specialties and functions. The manager may also lead local recruiting teams and work with Human Resources and claims leadership on annual workforce planning. The role requires catastrophe (CAT) duty, including travel to CAT sites and potentially extended on-site assignments.

Requirements

Eight years of related experience in claims settlement, handling, or management.
In-depth knowledge of claims file handling, investigation, and settlement processes and procedures.
Knowledge of legal issues and litigation processes related to claims.
Knowledge of best claims practices and quality file review procedures.
Knowledge of insurance industry operations, including sales and underwriting functions.
Knowledge of claims operations practices, procedures, and related systems.
Strong customer focus and ability to identify and understand customer needs proactively.
Verbal and written communication skills for frequent contact with claims representatives, claimants, policyholders, and claims field management.
Demonstrated decision-making skills, including recognizing, analyzing, and improving claims performance involving loss control, adjusted loss expense, customer satisfaction, employee development, and engagement.
Ability to supervise and train claims representatives in all aspects of claims processes.
Ability to communicate effectively with customers, reach resolutions, give presentations, manage projects, and manage personnel.
Ability to make decisions, prioritize, and set strategic directions.
Ability to organize and manage varied situations, discern problems, and recommend and implement resolutions.
Proficient use of a personal computer, including claims and business software.
State licensing where required and successful completion of required or applicable claims certification training/classes.
Valid driver’s license and satisfactory driving record under Nationwide standards.
Ability to perform physical inspections of accident scenes, properties, and property loss sites; climb ladders, balance at various heights, stoop, bend, and/or crawl.
Ability to work outside in all types of weather, work irregular hours, and travel, possibly overnight.
Availability for catastrophe work requiring travel to CAT sites, multiple on-site responsibilities, and/or extended assignments, including holidays and weekends.
Ability to sit and use a telephone and personal computer for extended periods may be required.
Strong claims knowledge; property experience is preferred by the employer.
Proven formal or informal leadership, including mentoring and/or coaching skills.
Strong customer service and conflict resolution competency.
Excellent organization and adaptability skills, and ability to work through ambiguity.
A valid credit check and/or background check is required as part of the selection process.

Nice To Haves

Undergraduate degree or post-graduate studies preferred.
Property claims experience preferred.
Supervisory, training, and/or claims consulting experience preferred.

Responsibilities

Participate in special claims initiatives to support claims performance improvement.
Participate in local claims teams to improve coordination across disciplines.
Coordinate resources with quality assurance, fraud, subrogation, claims legal, service center/call center, and corporate support staff.
Manage support resources and vendors as needed, including the Property Repair Network.
Conduct quality assurance file reviews and implement team recommendations.
Monitor and manage unit performance objectives.
Deliver outstanding service to internal and external customers, including current and prospective Nationwide customers.
Resolve customer complaints according to Best Practices and monitor customer satisfaction to develop improvement action plans.
Identify, develop, and retain associates with the potential or readiness to fill critical organizational roles.
Lead associates, including performance management, salary planning and administration, training and development, workflow planning, hiring and placement, and disciplinary actions.
Review, adjust, and pay property damage claims.
Manage customer satisfaction, expense control, and loss-cost objectives, and support 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.
May perform other responsibilities as assigned.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short- and long-term disability coverage
Paid time off, with newly hired associates receiving at least 18 days per full calendar year, prorated quarterly based on hire date
Nine paid holidays
Eight hours of Lifetime paid time off
Eight hours of Unity Day paid time off
401(k) with company match
Company-paid pension plan
Business casual attire
Relocation assistance may be available for qualified candidates who live more than 50 miles outside the territory.