Associate Claims Specialist, Property (REM)

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.

Anticipated Start date: March 17th, 2025

For this role, we are seeking applicants in the Columbus, OH Metro area. Candidates hired for this role will be expected to work in office for the first 12 months in the role.

As a Property Claims Trainee, you will embark on a comprehensive training and onboarding process. The goal is to equip associates with the necessary skills to handle wind and hail claims across 48 states. Primary responsibilities will include investigating coverage and making outbound phone calls to members and/or public adjusters to investigate wind and hail claims. The work hours for this role are typically Monday through Friday during standard business hours (1st shift), but please note that schedules and shifts can change to include weekend and evening hours when on Catastrophe Duty.

Career Advancement

This opportunity provides a solid foundation for individuals interested in the insurance industry. You'll gain valuable experience in claims handling, negotiation, and communication. Successful completion of the trainee program will prepare you for a rewarding career in claims management. Based on performance, candidates hired into this role could have the potential to advance into a Claims Specialist I position in 6 months.

If you're organized, detail-oriented, and thrive in a fast-paced environment, this role could be an excellent fit for you. Keep in mind that flexibility may be required during Catastrophe Duty assignments.

Benefits include: Medical, Dental, Vision, 401k with company match, company-paid pension plan, paid time off, holidays and more.

(Internal use only) Compensation grade: C3

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 an Associate Claims Specialist, you'll confirm facts of the loss in your initial contact for new homeowner claims and, when possible, handle these claims to conclusion. We'll count on you to deliver outstanding customer service and to ensure claims are resolved according to standard methodologies within prescribed authority.

Job Description

Key Responsibilities:

• Delivers outstanding customer service experience to internal, external, current, and prospective Nationwide customers. Adheres to high standards of professional conduct.
• Provides first-level customer service for agents and other customers through direct, inbound calls, responding to all questions and inquiries.
• Determines the best course of action for handling each individual claim, with moderate direction and oversight. These options include the use of the property repair network, independent adjusters and self-written estimates.
• Opens, closes and adjusts reserves in accordance with company practices to ensure reserve adequacy. Makes decisions within delegated authority as outlined in company policies and procedures.
• Ensures accurate application of policy coverage on claims and supplements using standard methodologies.
• Receives first notice of loss on new claims and makes first meaningful contact. Evaluates merits of claim to determine the best handling path. If warranted, handles claim through the appropriate workflow. Otherwise, coordinates emergency services and temporary accommodations for member, advising them of all relevant field assignments.
• Maintains and develops knowledge of assigned insurance lines, keeps abreast of court decisions that may affect the claims function, current guidelines and policy changes. This may require attending 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.
• Acquires and maintains the required state and federal license and continuing education.
• Oversee expenses through appropriate method of inspection.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Claims Manager.

Typical Skills and Experiences:

Education: Undergraduate degree or equivalent experience preferred.

License/Certification/Designation: State licensing where required. Successful completion of required claims certification schools/classes.

Experience: Experience in a customer service environment including flexible work schedules and extended work hours, prior claims handling experience preferred.

Knowledge, Abilities and Skills:

Knowledge: General knowledge of customer service principles and/or insurance theory and practices. Familiarity with claims processing, policies and procedures preferred. Familiarity with automated claims systems and best claims practices desirable.

Skills/Competencies: Proven track record meeting customer needs and providing exemplary and meaningful service by advising customers of the claims process and ensuring a positive customer experience. Ability to acquire skills needed to make decisions and provide resolution in such areas as application of coverages to submitted claims, application of laws of jurisdiction to investigatory facts, application of policy exclusions and exceptions. Ability to effectively prioritize work. Ability to work in a fast paced and team-based environment. Written and verbal communication skills for connection with policyholders, claimants, repairpersons, attorneys, physicians, agents and the general public to resolve the claim. Ability to efficiently operate personal computer and software for claims-related and other business applications.

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring manager's leader and Human Resource Business Partner.

Values: Regularly and consistently demonstrates Nationwide Values.

Job Conditions:

Overtime Eligibility: Eligible (Non-exempt)

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.

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.

Benefits

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. To learn more about the benefits we offer, click here.

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

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