Nationwide Claims Spec I, Central Prop (Second Shift) in Columbus, Ohio
Please note this is a second shift opportunity.Thursday through Monday or Friday through Tuesday 3:00 PM to 11:30 PM
JOB SUMMARY: Investigates and resolves personal lines claims and supplements via telephone. Promotes and provides "On Your Side" customer service. Responsible for the handling of claims in accordance within prescribed authority and Best Claims Practices.
RELATIONSHIP: Reports to Claims Manager
Delivers a positive “On Your Side” customer service experience to internal, external, current, and prospective Nationwide customers. Adheres to high standards of professional conduct consistent with the delivery of superior service.
Captures first notice of loss for new homeowners claims and, when possible, handles these claims to conclusion, delivering optimal customer service.
Provides first-level customer service for agents, members, and other customers through direct inbound calls, responding to all questions and inquiries.
Determines best course of action for the handling of each individual claim, with moderate direction and oversight. These options include the use of the Property Repair Network, independent adjusters, and self-written estimates.
When assigned, manages Property Repair Network vendors or Independent Adjuster. Reviews all estimates proposed by vendors or adjuster and explains scope of work to members.
Opens, closes, and adjusts reserves in accordance with company practices designed to ensure reserve adequacy. Recommends special reserves where necessary, in accordance with Corporate Reserving Guidelines. Makes decisions within delegated authority as outlined in company policies and procedures
Determines proper policy coverage on claims and supplements, using Best Claims Practices to investigate, evaluate, negotiate, and finalize assigned property claims.
Receives notices of new large loss claims and makes first meaningful contact. Evaluates merits of claim to determine best settlement path. If warranted, handles claim through Property Repair Network. Otherwise, coordinates emergency services and temporary accommodations for member, informing them of all relevant field assignments.
Initiates and conducts follow-ups via proficient use of claims systems and related business systems.
Maintains and develops current knowledge of: assigned insurance lines, court decisions that may affect the claims function, current guidelines in the claims function, and policy changes and modifications. This may require attendance at various seminars or training sessions.
Maintains current knowledge of local industry repair procedures and local market pricing.
Submits severe incident reports, reinsurance reports, and other information to claims management as needed.
Partners with SIU and Subrogation to identify fraud and subrogation opportunities. Assists or prepares files for suit, trial, or subrogation. (Property/MD/Casualty).
Other duties as assigned.
MINIMUM JOB REQUIREMENTS:
Education: Undergraduate degree or equivalent experience preferred.
Licenses/Designations: State licensing where required. Successful completion of required/applicable claims certification training/classes.
Experience: Preferred one to three years of related claims handling or construction experience. Experience in a customer service environment including flexible work schedule and extended hours preferred.
Knowledge: General knowledge of insurance theory, practices, contracts, and their application. Familiarity with claims processing, claims systems, construction terminology, estimating practices, and Best Claims Practices preferred.
Skills/Competencies: Proven ability to meet customer needs and provide exemplary service. Analytical skills necessary to make decisions and resolve conflicts, including: the correct application of coverage, the application of laws of jurisdiction during investigation, application of policy exclusions and exceptions, and management of all involved vendors. Ability to work in a fast-paced and team-based environment. Organizational skills to effectively prioritize and manage claims workloads. Demonstrated proficiency of written/verbal communication skills for contact and/or negotiations with policyholders, claimants, repairpersons, attorneys, agents, and the general public. Ability to efficiently operate personal computer and software for claims-related and other business applications.
Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.
Staffing Exceptions to the above Minimum Job Requirements must be approved by: Business Unit Executive and Human Resources.
Working Conditions: Normal office environment. May require ability to sit and operate telephone and personal computer for extended periods. Must 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 onsite responsibilities and/or for extended periods. Extended and/or non-standard hours as required.
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.
ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.
Job Evaluation Activity: 9/27/13 AJL
Job Family/Function: CLM/PCL