Nationwide Technical Mgr, PRN Vendor Mgmt (Pacific Northwest) in Sacramento, California
This role will be responsible for management of our On Your Side Property Repair Network vendors across the Pacific Northwest. The position will be AWE, include a company vehicle, and will require frequent travel, often overnight, throughout the geographic region. Ideal candidates will have strong technical expertise in property claims and/or construction practices, and have proven success driving performance results.
This role will be responsible for covering the WA, OR, MT, ID, NV, and Northern California Territories. The ideal candidate will be located within 150 miles of the Bay Area/Sacramento Metro Area.
This position will report to the OYSPRN Claims Director.
JOB SUMMARY: Manages a centralized, multi-state On Your Side Property Repair Network. Promotes and provides "On Your Side" customer service. Serves as liaison to claims leadership for contractor and vendor performance issues, claims results, and overall On Your Side Property Repair Network (OYSPRN) claims performance.
RELATIONSHIP: Reports to Reports to Property Claims Director or Associate Director
DIRECT REPORTS: None
Assists in the development of claims unit or individual training of estimating technology or claims handling procedures pertinent to OYSPRN claims.
Serves as liaison between centralized OYSPRN unit and field claims management for all related issues including performance, claims review, and reporting.
Monitors performance of vendors and contractors. Tracks and analyzes vendor and contractor performance and quality. Recommends vendor and contractor performance improvements, addition/deletion of vendors and contractors in conjunction with claims management. Develops action plans and monitors improvement opportunities.
Carries out and maintains the reinspection program used to indicate performance utilizing Best Claims Practices.
Delivers a positive On-Your-Side customer service experience to internal, external, current and prospective Nationwide customers.
Reviews Property Performance Reviewer activities, provides feedback and evaluation via performance management process. Trains and coaches staff in all aspects of OYSPRN program review, analysis and support.
Other duties as assigned.
Education: Undergraduate degree or equivalent experience.
Licenses/Designations: State licensing where required. Successful completion of required/applicable claims certification training/classes.
Experience: Eight years related experience in Property claims. Prefer experience in property/casualty claims management.
Knowledge: Requires strong knowledge of general management practices and Property claims practices and procedures as they relate to management of contractors, vendors and claims file review. Prefer knowledge of Property Direct repair processes, estimating systems, and related processes. Must be able to utilize both manual and computer estimating techniques; claims and estimating systems as used in multiple states helpful.
Skills/Competencies: Proven ability to meet customer needs and provide exemplary service by informing customers of the claims process and ensuring a positive customer experience. Analytical and decision-making skills needed to review files, determine processing problems/solutions and pursue implementation of new procedure/training. Oral and written communication skills used to interact with all levels of internal and external contacts. Ability to operate PC and related software.
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: Requires the ability to travel to vendor, contractors, claimants and policyholder residence and other field locations as needed. Representatives may be required to operate an automobile and have a valid driver's license with a safe driving record. Must be able to make physical inspections of property loss sites. Must be able to climb ladders, balance at various heights, stoop, bend and/or crawl to inspect homes and structures. Must be able to work out-of- doors in all types of weather. Must be willing to work irregular hours and to travel with possible overnight requirements. May be on-call. Must be available to work catastrophes (CAT). 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: Edited 2/26/18 CSB
Job Family/Function: CLM/PCLR
Job ID: 51220