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!
We are looking for individuals to join our auto repair network team.
These roles can be staffed as 100% remote (work from home)This role will specifically support our desk review claims.
Ideal candidates will have:
Strong customer service and/or call center experience
Insurance or claims knowledge, material damage experience is a plus
Auto repair network experience is a plus
(internal use) this opportunity is posted as a spec ii (e3), but can be filled as a spec i (d3) based on skills and qualifications.
Job description summary
Our claims services and direct repair network have earned great reputations by consistently delivering superior service and value to our customersOur team members have exceptional communications skills and the ability to multi-task in a fast paced, high volume operationIf you’re ready for a challenge, where every day is different, in an engaging work culture, we want to hear from you!
As a claims specialist ii, you`ll review and validate estimates on insured or claimant vehicles prepared by direct repair vendorsYou`ll negotiate with shops and be responsible for handling claims according to prescribed authorizations and claims best practicesWe`ll count on you to promote and provide outstanding customer service.
Job description
Key responsibilities:
Handles, promptly and effectively, all assigned claims with little to no direction and oversightMakes decisions within delegated authority as outlined in company policies and proceduresAdheres to high standards of professional conduct consistent with the delivery of superior service.
Initiates and conducts follow-ups via proficient use of claims systems and related business systems.
Inspects damaged vehicles via electronic media.
Verifies and validates proper policy coverages and where necessary, investigates, evaluates, negotiates and equitably settles all assigned cases at a fair dollar value commensurate with damages sustained.
Authorizes reserves and claims payments within the delegated authorityOpens, closes and adjusts reserves according to company practices designed to ensure reserve adequacy.
Partners with special investigation unit and subrogation to identify fraud and recovery opportunities.
Maintains and develops current knowledge of assigned insurance lines; court decisions which may impact the claims function; current guidelines; and policy changes and modificationsThis may require attending various seminars or training sessionsAlso maintains current knowledge of local industry repair procedures and local market pricing.
Submits severe incident reports, reinsurance reports and other information to claims management as needed.
Assists or prepares files for lawsuit, trial, or subrogation.
Delivers a positive customer service experience to all internal, external, current and prospective nationwide customers.
Prepares or reviews itemized damage appraisals outlining cost of parts, materials and labor necessary to repair vehicles to acceptable industry quality standards
May perform other responsibilities as assigned.
Reporting relationships: reports to claims manager.
Typical skills and experiences:
Education: undergraduate degree or equivalent experience.
License/certification/designation: state licensing where requiredSuccessful completion of required/applicable claims certification training/classesParticipation 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 requiredMaterial/physical damage experience preferredRelated repair industry experience a plus.
Knowledge, abilities and skills: general knowledge of customer service principlesInsurance company operations and multiple property casualty insurance lines of businessMaterial/physical damage repair processes, vendor management, customer service techniques, and all related claims systemsDemonstrated knowledge and adherence to best claims methodsProven ability to meet customer needs and provide outstanding serviceAnalytical skills necessary to make decisions and resolve issues in such areas as application of coverage to submitted claims, application of laws of jurisdiction to investigation facts, application of policy exclusions and exceptionsAbility to establish repair requirements and cost estimates for material damage and property lossesAbility to explain the claims process and successfully negotiate and settle material damage claimsAbility to work in a fast paced and team-based environmentOrganizational skills to effectively prioritize and manage increase and more complex claimsDemonstrated written and verbal communication skills for contact and/or negotiate with policyholders, claimants, repairpersons, attorneys, agents and the public in generalDemonstrated leadership capabilities to effectively train, mentor and provide insight to less experienced associates.
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 the human resources business partner.
Values: regularly and consistently demonstrates nationwide values.
Job conditions:
Overtime eligibility: eligible (non exempt)
Working conditions: office environmentProlonged periods of sitting at personal computer and extensive use of keyboard while taking telephone calls; must use a telephone headsetNon-standard hour’s possible-flexibility of schedule is desiredOvertime 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 environmentField 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 jobSpecific 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 and/or background check will be required as part of the selection process.
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