Manager, Claims - Central Property (Desk)

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.

The ideal candidate for this role will be located in Des Moines, IA or Columbus, OH with the ability to work a hybrid schedule (in office/WFH), however, a remote opportunity may be considered for qualified candidates.

Relocation assistance may be available for qualified candidates.

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. You'll supervise claims representatives and customer interactions, expense control, loss cost objectives and support cross-functional and cross-claims specialty coordination. We may call on you to lead local recruiting teams and actively 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.

• Supports and improves cross-functional and cross-claims coordination.

• Coordinates resources with other functions such as quality assurance, fraud investigation, subrogation, claims legal, service center/call center and corporate office support staff.

• Manages support resources/vendors as the need arises. (Property Repair Nework, 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 standard methodologies. Monitors customer satisfaction in an effort 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, salary planning and administration, training and development, workflow planning, hiring and placement and disciplinary actions.

May perform other responsibilities as assigned.

Reporting Relationships: Typically reports to a Claims Director and leads a team of Claims Specialists. 

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 of 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 service skills 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 necessary for customer contact, negotiation, presentations, project management and personnel management. Ability to make decis