Technical Manager, On Your Side Auto Repair Network - Vendor Management

Nationwide•Sacramento, CA

37d

About The Position

If you're passionate about helping people protect what matters most to them, 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 are at the center of everything we do and we're looking for associates who are passionate about delivering extraordinary care. Do you have the ability to communicate compassionately and effectively to resolve insurance claims? If so, and if you'd thrive in a fast-paced environment where your professional growth and development is both encouraged and supported, we want to know more about you! As a Technical Manager, you'll manage On Your Side Auto Repair Network (OYSARN) vendors within a geographic area and promote and provide outstanding customer service. This includes, monitoring and measuring shop performance improvement through re-inspections, reports, action plans, performance reviews, and other evaluation methods. You'll also serve as the contact for customer complaints and satisfaction and as liaison to claims leadership for shop performance issues, claims and service results, and overall OYSARN claims performance. In addition, you'll manage customer complaints and/or satisfaction, expense control and supporting cross functional and cross claims specialty coordination

Requirements

Undergraduate degree or equivalent experience. Successful completion of required claims certification schools/courses preferred.
State licensing where required. Successful completion of required/applicable claims certification training/classes. Participation in technical insurance or industry coursework preferred (CPCU, ICAR, and ASE).
Three to five years of personal lines property and/or casualty and/or material damage claims experience required. Experience in technical claims preferred.
Confirmed knowledge of claims handling process including investigation, resolution, and settlement procedures, practices, and processes. General knowledge of insurance theory and practices, insurance contracts and their application, as well as specific claims practices. Familiarity with claims systems and terminology. Validated ability to meet customer needs and provide outstanding service by advising customers of the claims process and ensuring a positive customer experience. Strong analytical skills and able to make independent decisions regarding claims file performance. Demonstrated problem solving skills including diagnosing and recommending solutions. Demonstrates strong but flexible standards and can be perceived as balanced based on the conflicting demands of the position. Ability to be flexible and handle assigned workloads. Excellent verbal and written communication skills used to interact with all levels of associates. Proven ability to use a PC and related software.

Responsibilities

Serves as liaison for OYSARN vendor partners. Responsible for shop relationship and contract management - includes performance reviews and performance management.
Promptly and effectively handles 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.
Ensures adherence to state and local claims regulations.
Conducts open and/or closed file reviews and/or re-inspections on OYSARN claims. Re-inspections may be in person or virtually. Identifies performance opportunities and file review results for Directors and claims leadership. Proficiently documents and records file review skill set opportunities and results.
Prepares and submits Quarterly Shop Assessments as required.
Completes and/or assists in special projects as assigned. Assists in technical audit reviews as requested.
Responsible for planning, organizing, and completing procedural audits as assigned.
Provides input to Director and other claims management regarding claims performance. Supports claims management in utilization of best claims practices.
Partners with Special Investigation Unit and Subrogation to identify fraud and recovery opportunities. Assists or prepares files for suit, trial, or subrogation. (Property/MD/Casualty).
Assists in tabulating and analyzing results from claims technical file reviews.
Delivers a positive customer service experience to internal, external, current and prospective Nationwide customers.
Handle customer service issues/complaints/quality of repair issues.
Completes training, compliance reviews to support corporate strategy or initiatives.

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