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!
This role is posted at the Spec II (E3) level but could be filled at the Spec I (D3) level based on qualifications.
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This role can be filled remote, anywhere.
Colorado Residents: Email taproces@nationwide.com for salary information.
Job Description Summary
Do you have the ability to communicate compassionately and effectively to resolve insurance claims? If so, and if you’d thrive in a fast-paced environment where your professional growth and development is both encouraged and supported, we want to know more about you!
As a Virtual Material Damage Claims Specialist II, you will be responsible for completing quality estimates of damaged vehicles and you’ll handle claims of varying complexity and volume. You’ll also be responsible for providing our internal and external customers with extraordinary care to best resolve assigned claims.
Job Description
Key Responsibilities:
Investigates, evaluates, negotiates and resolves automobile material damage claims involving damage to drivable and non-drivable, total loss, and/or specialty vehicles. Handles claims of varying complexity and volume within assigned priority limits, consistent with company policy and legal requirements.
Evaluates vehicle repair costs, parts costs, etc. to determine whether specific damage is related to an accident.
Writes quality material damage estimates and supplements including cost of parts, materials and labor necessary, primarily using photos, multiple software systems and claims best practices.
Utilizes multiple software systems and claims best practices to assess images and negotiate with auto repair facilities, Independent Adjusters, claimants and policyholders.
Responds to written and telephone inquiries including status reports.
Evaluates claims for potential fraud or subrogation.
May assist with training, onboarding and mentoring of new hires.
May perform other responsibilities as assigned.
Reporting Relationships: Reports to Claims Manager or Supervisor. Individual contributor role.
Typical Skills and Experiences:
Education: Undergraduate degree or equivalent experience preferred.
License/Certification/Designation: State licensing where required. Successful completion of required/applicable claims certification training/classes. Participation in technical insurance or industry coursework preferred (CPCU, ICAR, ASE)
Experience: Three to five years of successful experience in customer service and/or claims handling required. Material/physical damage experience preferred. Related repair industry experience a plus.
Knowledge, Abilities and Skills: Demonstrated knowledge of customer service principles. Demonstrated knowledge of claims handling and claims best practices. Experience with material/physical damage repair processes, vendor management, customer service techniques, and all related claims systems. Demonstrated knowledge and adherence to best claims practices. Proven ability to meet customer needs and provide exemplary service by advising customers of the claims process and ensuring a positive customer experience. Knowledge of insurance contracts and the legal aspects of court procedures affecting legal liability for all lines of insurance. Knowledge of claims systems. Experienced analytical skills necessary to make decisions and reach resolution in such areas as application of coverage to submitted claims, application of laws of jurisdiction to investigation facts, application of policy exclusions and exceptions. Proven ability to establish repair requirements and cost estimates for extensive losses and serves as a subject matter specialist on respective claims projects. Proven organizational skills to effectively prioritize increased and more sophisticated workloads. Demonstrates strong but flexible standards and can resourcefully operate to efficiently balance the conflicting demands of the position. Excellent written and verbal communication skills necessary to effectively communicate and/or collaborate with policyholders, claimants’ attorneys, agents, and general public. Demonstrated leadership capabilities to effectively train, coach, and mentor less experienced associates. Ability to operate a 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 Nationwide Values.
Job Conditions:
Overtime Eligibility: Eligible (Non Exempt)
Working Conditions: Office environment. Prolonged periods of sitting at personal computer and extensive use of keyboard while taking telephone calls; must use a telephone headset. Non-standard hours possible. Flexibility of schedule is desired. Overtime as required (non-exempt). Must be available to work catastrophes (CAT) which may include working extended periods of time including holidays and weekends over the phone or in office environment. Field CAT duty is not required for this role.
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.
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