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Technical Director, Claims

2 months ago

Columbus, United States Nationwide Private Client Full time
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.

This position will support the Property Field Core team

Job Description Summary

Do you have a strong desire to resolve complicated insurance claims by providing prompt, courteous and fair service to customers? Are you a skilled investigator, negotiator and communicator? If you thrive in an environment where you can problem-solve claims resolution, while following processes that provide fair resolution, customer satisfaction and cost management, then we want to hear from you

As a Technical Director, you’ll drive technical excellence and technical activities for property claims. This work includes compiling and distributing best practices for a specialty. We’ll count on you to communicate trend information to field personnel and provide your technical expertise on complex coverage and service issues.

Job Description

Key Responsibilities:  

Drives property claims technical excellence across geographies and is a technical resource to field-based associates.

Partners with Claims Directors to develop implementation plans for corporate, organizations and regions; plans and helps develop measurable long-range goals and objectives.

Communicates and helps implement claims technical initiatives in the claims’ zones.

Partners with industry leaders to help promote positive industry and legislative changes. Analyzes claims zone results and makes recommendations to Claims Directors on process improvements, workflow improvements or other initiatives to drive results.

Delivers a positive customer service experience to internal, external, current and prospective Nationwide customers.

Resolves customer complaints according to best practices. Monitors customer satisfaction to drive action plans for improvement.

Identifies, develops and retains high potential/high performing associates who have the potential for or are ready to fill critical roles in the organization.

Develops strategic responses to court cases against Nationwide and Nationwide policyholders.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to AVP or Director, Claims Commercial Property. Direct and indirect reports not typically assigned.

Typical Skills and Experiences:  

Education : Undergraduate degree or post-graduate studies preferred.

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

Experience : Minimum of 10 years of experience in a claims’ operation, including at least two years in claims management.

Knowledge, Abilities and Skills : Requires advanced knowledge of claims best practices, technical claims operations, procedures and claims performance strategies, day-to-day claims operations, as well as Claims best practices. Extensive discipline specific knowledge desired.

Excellent customer focus to proactively identify and understand customer needs. Ability to effectively communicate interpersonally with individuals and groups and manage an internal staff. Demonstrated decision-making skills, including the ability to recognize, analyze and improve claims performance situations such as loss control, LAE, customer satisfaction, employee development and engagement. Effective listening, verbal and written communication skills necessary for customer contact, negotiation, presentations, project management, and personnel management. Ability to make decisions, establish priorities, and set strategic directions. Ability to organize and deal with a variety of situations, discern problems and recommend/implement resolutions. Ability to use personal computer and applicable software preferred.

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 HR Business Partner.

Values:  Regularly and consistently demonstrates the Nationwide Values.

Job Conditions :

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. Must be able to make physical inspection of accident scenes and property and/or property loss sites. Must be able to climb ladders, balance at various heights, stoop, and bend and/or crawl to inspect vehicles and/or structures. Must be able to work outside in all types of weather. 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 on-site responsibilities and/or for extended periods of time; including holidays and weekends. Must have a valid driver’s license with satisfactory driving record in accordance with Nationwide standards. 

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.

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 currently anticipate accepting applications until 09/27/2024. However, we encourage early submissions, as the posting may close sooner if a strong candidate slate is identified before the deadline.

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.