Technical Director, Claims - Property (Field Core)

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.

This position will support the Property Field Core team

Job Description Summary

Do you have a strong desire to resolve complicated insurance claims by providing prompt, courteous and fair service to customers? Are you a skilled investigator, negotiator and communicator? If you thrive in an environment where you can problem-solve claims resolution, while following processes that provide fair resolution, customer satisfaction and cost management, then we want to hear from you!

As a Technical Director, you’ll drive technical excellence and technical activities for property claims. This work includes compiling and distributing best practices for a specialty. We’ll count on you to communicate trend information to field personnel and provide your technical expertise on complex coverage and service issues.

Job Description

Key Responsibilities: 

• Drives property claims technical excellence across geographies and is a technical resource to field-based associates.

• Partners with Claims Directors to develop implementation plans for corporate, organizations and regions; plans and helps develop measurable long-range goals and objectives.                                                                                                              

• Communicates and helps implement claims technical initiatives in the claims’ zones.                                                                                                                      

• Partners with industry leaders to help promote positive industry and legislative changes. Analyzes claims zone results and makes recommendations to Claims Directors on process improvements, workflow improvements or other initiatives to drive results.                                                                                                                      

• Delivers a positive customer service experience to 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 high potential/high performing associates who have the potential for or are ready to fill critical roles in the organization.

• Develops strategic responses to court cases against Nationwide and Nationwide policyholders.

May perform other responsibilities as assigned.

     

Reporting Relationships:  Reports to AVP or Director, Claims Commercial Property.  Direct and indirect reports not typically assigned.

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:  Minimum of 10 years of experience in a claims’ operation, including at least two years in claims management.

Knowledge, Abilities and Skills: Requires advanced knowledge of claims best practices, technical claims operations, procedures and claims performance strategies, day-to-day claims operations, as well as Claims best practices. Extensive discipline specific knowledge desired.

Excellent customer focus to proactively identify and understand customer needs. Ability to effectively communicate interpersonally with individuals and groups and manage an internal staff. Demonstrated decision-making skills, including the ability to recognize, analyze and improve claims performance situations such as loss control, LAE, customer sat