Territory: Mostly Colorado; could also include Washington, Oregon, Montana, Utah, Nebraska

Ideal location: Colorado

This is a work-from-home position with travel to policy locations (between 3-4 days a week). The selected individual must reside in the respective territory.

The ideal candidate will also have the following:

• Xactimate experience
• Strong Property Claims experience
• Commercial Claims experience is a plus
• Strong customer service competency
• Comfortable with climbing up on building roofs

(Internal Use Only) Compensation Grade: F4

This position can be filled at another level, based on skills and qualifications.

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 Specialist III, you will work on commercial property damage claims of a serious and sometimes complex nature. We’ll count on you to promote and provide outstanding customer service. You’ll adjust serious exposure commercial property claims requiring investigation, property damage evaluation and negotiations. In addition, you’ll handle lawsuit files to conclusion and oversee defense counsel activities. And you’ll be responsible for the handling of claims according to prescribed authorization.

Job Description

Key Responsibilities: 

• Promptly and effectively handles assigned claims, with little to no direction and oversight, that may include complex and catastrophic casualty losses. Makes decisions within delegated authority and recommends settlement values in the disposition of serious and sometimes complex claims as outlined in company policies and procedures. Adheres to high standards of professional conduct consistent with the delivery of superior service.

• Uses various methods of settlement in those cases where warranted; assigns cases to outside vendors as warranted.

• Opens, closes and adjusts reserves in alignment with company practices designed to ensure reserve adequacy. Recommends Special Reserves where necessary, according to Corporate Reserving Guidelines. Adheres to file conferencing notification and authority procedures.

• Maintains current knowledge of: assigned insurance lines; court decisions that may affect the claims function; current guidelines in the claims function; and policy changes and modifications. This may require attendance at various seminars or training sessions.

• Mentors less experienced claims associates and assists with training/presentations as assigned by claims management.

• Partners with Special Investigative Unit (SIU) and Subrogation to identify fraud and subrogation opportunities. Assists or prepares files for suit, trial, or subrogation. 

• Oversees defense counsel in all lawsuit activities from inception throughout the life of the claim.

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

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Claims Manager. Individual contributor role. 

Typical Skills and Experiences: 

Education: Undergraduate studies in business administration or related field preferred and/or relevant experience.

License/Certification/Designation: Successful completion of required claims certification schools/courses. Professional development such as IIA or CPCU preferred. State licensing where required. Obtain Xactimate Level 1 certification within a year of start date. Obtain Xactimate Level 2 certification within two years of employment.

Experience: Five years commercial property claims handling experience preferred.

Knowledge, Abilities and Skills: Extensive knowledge of medical, legal and/or commercial claims terminology, state regulations, claims processes, standard methodologies, and customer relationship management. Advanced knowledge of insurance theory and practices, insurance contracts and their application. Excellent customer service skills and validated ability to proactively meet customer needs. Analytical skills vital to making decisions and reaching resolution in application of coverage, laws of jurisdiction to investigation facts, policy exclusions and exceptions. Proven interpersonal skills to effectively prioritize increased and more complex workloads. Able to demonstrate strong but flexible standards which are balanced based on the conflicting demands of the position. Excellent written and verbal communication skills necessary to optimally communicate and/or influence various audiences. Demonstrated leadership capabilities to effectively train, coach, and provide feedback to less experienced associates. Knowledge of claims systems. Extensive knowledge of best claims methodologies used to resolve serious and/or high exposure/large loss commercial claims. Validated ability to meet customer needs and provide exemplary service by informing customers of the claims process and ensuring a positive customer experience. Analytical skills used to make independent decisions and resolve issues; proven ability to coordinate with defense counsel in the handling of cases involving serious and sometimes complex commercial property damage issues from inception through trial. Organizational skills to effectively establish work priorities according to best claims practices. 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 business unit executive and HR Business Partner.

Values: Regularly and consistently demonstrates the Nationwide Values.

Job Conditions: 

Overtime Eligibility: Exempt (Not Eligible) 

Working Conditions: Inside or field claims environment. May require ability to sit and use telephone and personal computer for extended periods. Able to make physical inspections of accident scenes and property loss sites. Able to climb ladders, balance at various heights, stoop, bend and/or crawl to inspect vehicles and structures. Able to work outside in all types of weather. Able and willing to work irregular hours and to travel with possible overnight requirements. May be on-call. Available to work catastrophes (CAT). 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.

Attention Colorado applicants, the pay range for this position is: