Manager, Claims - Field Property (Downstate New York - WFH)

Nationwide; Williamstown (NJ); Remote; USD 97,000 - 180,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) match

Company pension

Paid time off

Holidays

Job summary

Nationwide is seeking a Manager, Claims - Field Property to lead a claims unit across a geographic area. You will review, adjust and pay property damage claims while focusing on delivering exceptional customer service and efficient operations.

This role requires eight years of related claims experience with supervisory or mentoring background; you will coordinate with HR, QA, fraud, subrogation, and claims leadership to drive workforce planning and performance goals.

Qualifications

• Strong claims knowledge and property experience preferred.
• Proven leadership and mentoring or coaching skills.
• Strong customer service and conflict resolution competency.
• Eight years related experience in claims; supervisory/training/claims consulting preferred.

Responsibilities

• Lead a claims unit within a geographic area; review, adjust, and pay property damage claims.
• Handle customer satisfaction, expense control, supervising loss cost objectives and cross-functional coordination.
• Develop annual workforce plan with HR and claims leadership; support claims initiatives.
• Participate in local claims teams to improve cross-discipline coordination.
• Coordinate resources with QA, fraud, subrogation, claims legal, service center/call center and corporate staff.
• Monitor and manage unit performance objectives; deliver outstanding customer service.
• Lead associates, including performance management, salary planning, training, workflow planning, hiring and disciplinary actions.
• Report to the Claims Director.
• Overtime eligibility: Exempt; CAT readiness and travel may be required.
• Staffing exceptions to policy require BU exec and HR Partner approval.

Skills

Claims knowledge

Property experience

Leadership

Mentor coaching

Customer service

Conflict resolution

Claims management

Education

Undergraduate degree or post-graduate studies preferred

Job description

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! 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. Relocation assistance may be available for qualified candidates who reside more than 50 miles outside of the territory.

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

Medical, Dental, Vision, 401k with company match, Company-paid Pension plan, Paid time off and more!

#LI-Remote

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. 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.

Leads associates, including performance management, salary planning and administration, training and development, workflow planning, hiring and placement and disciplinary actions.

Reports to the Claims Director.

Undergraduate degree or post-graduate studies preferred.

Successful completion of required/applicable claims certification training/classes.

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. Proficient use of personal computer, including claims and business software.

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

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 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.

We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more.

We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged.

For NY residents please review the following state law information: We value the partnerships we have built with our preferred vendors. Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range. Note on Compensation for Part-Time Roles: Please be aware that the salary ranges listed below reflect full-time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full-time schedule. The national salary range for Manager, Claims - Field Property : $97,000.00-$180,000.00The expected starting salary range for Manager, Claims - Field Property : $97,000.00 - $145,000.00