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

About this role

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.

Preference is for this position to be staffed in Missouri or Kansas.

Relocation assistance may be available for qualified candidates.

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. 

The ideal candidate will possess: • 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

#LI-JJ1  #LI-Remote

Job Description Summary 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. Job Description Key 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.

Reporting Relationships: Reports to the Claims Director.

Typical Skills and Experiences:

Education: Undergraduate degree or post-graduate studies preferred.

License/Certification/Designation: 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, Abilities and Skills: 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.

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the business unit executive and HR Business Partner.

Values: Regularly and consistently demonstrates the Nationwide Values.

Job Conditions:

Overtime Eligibility: Not Eligible (Exempt)

Working Conditions: Office or field claims environment. 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

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