5+ years of experience
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Employment Type:
Full time
Job Category:
Agent / Broker
Manager, Claims Field Prop (Property Field Claims...
(This job is no longer available)
Nationwide | Arkansas City, AR
Grad Date

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Job Description

If you're passionate about becoming a Nationwide associate and believe you have the potential to be something great, let's talk.

Number 57 on the Fortune Magazine 100 Best Places to Work.

The ideal candidate will possess:

* Minimum of 5 years of field property claims experience
* Large loss claims experience - plus
* People leader experience - plus

Job Description Summary

Manages a claims unit within a geographic area. This includes review, adjusting and payment of claims within a particular line of business. May handle one or a combination of the following lines of business within a geographic territory: property damage. Direct supervision of claims representatives. Other responsibilities include managing customer complaint/ satisfaction, expense control, monitoring loss cost objectives, and supporting cross-functional and cross-claims specialty coordination. May be required to lead local recruiting teams and actively partner with HR and claims leadership to develop an annual workforce plan.

Job Description

Reporting Relationships: Reports to the Claims Director.

Core Duties and Responsibilities:

* Supports claims performance improvement via participation in special claims initiatives.
* Supports cross-functional and cross-claims coordination and participates in local claims teams to improve cross discipline coordination.
* Coordinates resources with other functions such as QA, SIU, Subrogation, Claims Legal, Medical review, service center/call center, and home office support staff.
* Manages support resources/vendor as applicable (Blue Ribbon, rental car/glass vendors, etc.)
* Conducts QA file reviews and implements QA team recommendations.
* Monitors/manages unit performance objectives.
* Delivers a positive On-Your-Side customer service experience to all internal, external, current and prospective Nationwide customers.
* Resolves customer complaints according to Best Practices. Monitors customer satisfaction in an effort to drive action plans for improvement.
* Identifies, develops and retains high potential/high performing associates who have the potential for or are ready to fill critical roles in the organization.
* Responsible for the management of associates including performance management, salary planning and administration, training and development, workflow planning, hiring and placement, and disciplinary actions.
* Other duties as assigned.

Typical Skills and Experiences:

Education: Undergraduate degree or post-graduate studies preferred.

Licenses/Designations: State licensing where required. Successful completion of required/applicable claims certification training/classes.

Experience: Eight years related experience in claims settlement, handling, or management. Supervisory, training and/or claims consulting experience preferred.

Knowledge: In-depth knowledge of claims files handling, investigation and settlement processes and procedures. Legal issues/litigation process as it relates to claims. Claims Best Practices and quality file review procedures. Insurance industry operations including understanding of sales and underwriting functions. Claims operations practices, procedures and related systems.

Skills/Competencies: Excellent customer focus to proactively identify and understand customer needs. Oral 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, LAE, customer satisfaction, employee development and engagement. Ability to supervise and train claims representative in all aspects of claims processes. Effective listening, oral and written communication skills necessary for customer contact, negotiation, presentations, project management, and personnel management. Ability to make decisions, establish priorities, and set strategic directions. Ability to organize and deal with a variety of situations, discern problems and recommend/implement resolutions. Proven ability to operate personal computer with proficient use of claims and business software.

Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.

Staffing Exceptions to the above Minimum Job Requirements must be approved by: Business Unit Executive and Human Resources.


Working Conditions: Office or Field claims environment. May require ability to sit and use telephone and personal computer for extended periods of time. Must be able to operate an automobile and have a valid driver's license with a safe driving record. Must be able to make physical inspection of accident scenes and property and/or property loss sites. Must be able to climb ladders, balance at various heights, stoop, and bend and/or crawl to inspect vehicles and/or structures. Must be able to work out-of-doors in all types of weather. Must 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.

Credit/Background Check: Due to the fiduciary accountabilities within this job, a valid credit check and/or background check will be required as part of the selection process.

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

Edited 4/17/18 CB


About Nationwide

Nationwide, based in Columbus, Ohio, is one of the largest and strongest diversified insurance and financial services organizations in the U.S. and is rated A+ by A.M. Best. The company provides a full range of personalized insurance and financial services, including car insurance, motorcycle, boat, homeowners, life insurance, farm, commercial insurance, administrative services, annuities, mortgages, mutual funds, pensions, long-term savings plans and health and productivity services.