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

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.

Preferred Locations:

Northern California (Preferred)

Denver, CO (Preferred)

Seattle, WA

Portland, OR

Minneapolis, MN

Job Description Summary

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

Job Description

Key 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.

May be responsible for other responsibilities as assigned.

Reporting Relationships:  Reports to Director. Individual contributor role.

Typical Skills and Experiences:

Education: Undergraduate degree or equivalent experience. Successful completion of required claims certification schools/courses preferred.

License/Certification/Designation: 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).

Experience: Three to five years of personal lines property and/or casualty and/or material damage claims experience required. Experience in technical claims preferred.

Knowledge, Abilities and Skills: Confirmed knowledge of claims handling process including investigation, resolution, and settlement procedures, practices, and processes. Gener