Claims Manager, Large Loss - Property (Northern California)

Large Loss Manager

If you're passionate about helping people protect what matters most to them at a Fortune 100 company with nearly $70 billion in annual sales, 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 and partners are at the center of everything we do and we're looking for associates who are passionate about delivering extraordinary care.

This position will be staffed in the Northern California area and will have 5-6 associates that will directly report to them that are based in the surrounding states/area.

This leadership position will require someone who can:

• Lead – energize others and share leadership.
• Innovate – solve needs in ways people have not yet imagined.
• Adapt – anticipate and embrace change.

The ideal candidate will possess:

• Strong claims knowledge, Property experience is preferred
• Proven leadership (informal or formal), including mentor and/or coaching skills
• Strong customer service and conflict resolution competency
• Excellent organization and adaptability skills
• Can work through ambiguity

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 the desire to help people when they most need it, we want to know more about you! As a Large Loss Manager, you'll lead a Large Loss claims unit within a geographic area. This includes reviewing, adjusting, and paying Large Loss property damage claims. Other responsibilities include handling customer satisfaction, expense control, supervising loss cost objectives, and supporting cross-functional and cross-claims specialty coordination. You also may lead local recruiting teams and partner with Human Resources and claims leadership to develop an annual workforce plan.

Key Responsibilities:

• Supports claims performance improvement by participating in special claims initiatives and projects.
• Participates in local claims teams to improve Property Core and cross-discipline coordination.
• Coordinates resources with other functions such as quality assurance, SIU, subrogation, claims legal, service center/call center, and corporate support staff.
• Manages support resources/vendors as needed (Property Repair Network, etc.)
• Conducts quality assurance file reviews and implement team recommendations.
• Monitors and manages unit performance objectives.
• Delivers an outstanding customer service experience to all 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 associates who have the potential for or are ready to fill critical organizational roles.
• Leads Large Loss associates, including performance management, salary planning and administration, training and development, workflow planning, hiring and placement, and disciplinary actions.
• Oversee accurate reserving; conference files with Technical Office partners; investigate coverage; identify and investigate potentially fraudulent activity.
• May perform other responsibilities as assigned.

Reporting Relationships: Reports to the Large Loss Claims Director.

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: Eight years of related experience in Large Loss claims settlement, handling, or management.

Knowledge, Abilities, and Skills: General knowledge of insurance theory and practices, and contracts and their application. Property estimating and automated claims systems. Demonstrated knowledge of the investigation, consultation and settlement activities used to resolve extensive property damage claims. Proven ability to meet customer needs and provide exemplary meaningful service by guiding customers through the claims process and ensuring a positive customer experience. Analytical and problem-solving skills necessary to make decisions and resolve issues related to application of coverages to submitted claims, application of laws of jurisdiction to investigation facts, and application of policy exclusions and exceptions. Ability to establish repair requirements and cost estimates for property losses. Ability to evaluate and successfully advise on property claims. Organizational skills to prioritize work. Command of written and verbal communication skills to effectively communicate with policyholders, claimants, repairpersons, attorneys, agents and the general public. Ability to efficiently operate a personal computer and related claims and business software. Able to provide leadership to less experienced claims associates. Must be able to safely access and inspect rooftops using a ladder. Must be prepared and capable of conducting physical inspections on rooftops, including first and second story roofs with pitches up to 8/12.

Values: Regularly and consistently demonstrates Nationwide Values.

Job Conditions:

Overtime Eligibility: Not Eligible (Exempt)

Working Conditions: Normal office or field claims environment. May require ability to sit and operate phone and personal computer for extended periods of time. Able to make physical inspections of property loss sites; including climb ladders, balance at various heights and rooftops up to 8/12 pitch stoop, bend and/or crawl to inspect vehicles and structures; work outside 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. Must have a valid driver's license with satisfactory driving record in accordance with Nationwide standards.

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.

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.