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Nationwide Insurance

Claims Manager, Commercial (Remote)


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!

Territory: This is a remote opportunity available to applicants across the United States.

This individual will manage a team of on average 8 - 10 Commercial Casualty Specialists I and support their development through direct coaching and training. The Manager is responsible for all recruiting initiatives, performance management, and Associate development. He or she will provide support and training on best practices for Associates to ensure they are providing best in class customer service to Nationwide members.

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The ideal candidate will have:

  • 3 - 5 years of people leader experience, or managing direct reports.

  • 3 - 5 years of claims experience; specifically familiarity with casualty and/or bodily injury.

  • Experience training direct reports and modifying training based on learning styles.

  • Demonstrated customer service expertise.

  • The ability to juggle multiple competing priorities simultaneously.

  • Strong written & verbal communication skills.

  • The Nationwide Values at the forefront of their work.

(Internal use only) Compensation Band: G4

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 Claims Manager, we’ll count on you to promote and provide exemplary customer service. You’ll manage the analysis, review and adjustment of commercial casualty claims requiring investigation, liability evaluation and negotiation. You’ll also manage the activities of defense counsel to expedite settlement and to control average loss cost and litigation expenses. You’ll be responsible for the disposition of claims according to your prescribed authority. You’ll have opportunities to provide advice and counsel to claims personnel.

Job Description

Key Responsibilities:

  • Manages commercial casualty claims from inception to conclusion. Manages the settlement of all claims and lawsuits within a designated area of responsibility.

  • Plans and executes all schedules necessary to promptly and effectively apply best claims practices to conclude all assigned cases according to company guidelines. Adheres to high standards of professional conduct while delivering superior claims service.

  • Manages reserve process to ensure reserve adequacy. Approves special reserves as necessary.

  • Conducts on-site field investigations of reported commercial claims.

  • Maintains current knowledge of all insurance lines; court decisions which may impact the claims function; current guidelines in the claims function; and policy changes and modifications. This may require attendance at various seminars and training sessions.

  • Demonstrates and encourages technical excellence, manages productivity, conducts open file reviews, reinforces corporate communications, enforces compliance issues, identifies and resolves ethical dilemmas, manages general personnel issues. Develops, via building coaching/skills, career guidance/professional development counseling, training on technical skills and counsel on improvement opportunities. Evaluates employee performance.

  • Oversees defense counsel handling lawsuits; authorizes and approves payments of defense attorney fees.

  • Provides advice, counsel and training to Claims Representatives of all levels. Provides specialized training and consultation to non-claims areas as requested.

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

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

  • Oversees associate management, to include: performance management, salary planning and administration, training and development, workflow and organization planning, day-to-day management, hiring and placement, and disciplinary actions for direct and possibly indirect reports.

May perform other responsibilities as assigned.

Typical Skills and Experiences:

Reporting Relationships: Typically reports to a Claims Director and leads a team of Claims Specialists.

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: Eight years commercial claims handling experience. Supervisory or project lead experience preferred.

Knowledge, Abilities and Skills: Proven superior knowledge of best claims practices used to resolve the most serious and complex injury commercial claims. Proven knowledge of insurance contracts, medical terminology and legal aspects of court procedures affecting legal liability.

Skills/Competencies: Employees in all aspects of claims review and adjustment. Analytical skills to make independent decisions and resolve conflict in such areas as application of coverage to submitted claims, application of laws of jurisdiction to investigation facts, application of policy exclusions and exceptions. Ability to coordinate with defense counsel handling cases involving serious and sometimes complex liability issues from inception through trial. Verbal and written communication skills for contact and negotiation with policyholders, claimants, attorneys, physicians, engineers, accountants and all levels of management. Organizational skills to effectively establish work priorities in accordance with objectives and standards. Effective listening, oral and written communication skills necessary for customer contact, negotiation, presentations, project management, personnel management. Ability to operate personal computer and related software.

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: Exempt (Not Eligible)

Working Conditions: Normal office environment. May require ability to sit and use telephone and personal computer for extended periods of time. \Must be willing to work extended hours and to travel with possible overnight requirements. Must be available to work catastrophes (CAT) which may include working extended periods of time including holidays and weekends.

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.

Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at 888-944-2247.

Job ID: 111a73239ebe14699028cb02fe6e9520afced4a36e788a77aa2a3e0f3457baf4
Employment Type: Other