Field Claims Specialist II, Material Damage (Orange County, CA)

What to expect: This is a work-from-home position with travel in a specified territory. Associate is expected to be in the field daily, writing estimates.

Territory: Orange County, CA and surrounding areas

Role Responsibilities:

• Investigate, evaluate, and resolve auto - material damage - claims.
• Strong customer service competency
• The ability to juggle multiple competing priorities, simultaneously

The ideal candidate will also have the following:

• 3-5 years of Auto Estimating experience highly preferred
• Claims handling, specifically auto/material damage is preferred
• Experience using Guidewire preferred
• Experience using CCC1 Estimating preferred
• Demonstrated customer service expertise.

(Internal Use Only) Compensation Grade: E3

Job Description Summary

Job Description

Key Responsibilities:

• Deals with all assigned claims, promptly and efficiently, with little or no direction and oversight. Makes decisions within delegated authority as outlined in company policies and procedures. Adheres to high standards of professional conduct consistent with the delivery of superior service.

• Determines proper policy coverages and applies best claims practices to conclude assigned cases according to company guidelines.

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

• Maintains current knowledge of insurance and applicable product/services; 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/or training sessions.

• 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.

• Partners with Special Investigations Unit and Subrogation to identify fraud and subrogation opportunities.

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

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

May perform other responsibilities as assigned.

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

Typical Skills and Experiences:

Education: Undergraduate degree or equivalent experience.

License/Certification/Designation: State licensing where required. Successful completion of required/applicable claims certification training/classes. Professional development such as IIA or CPCU preferred.

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, insurance company operations and multiple property casualty insurance lines of business. Material/physical damage repair processes, vendor management, customer service techniques, and all related claims systems. Demonstrated knowledge and adherence to best claims practices. Participation in technical insurance or industry coursework preferred (CPCU, ICAR, ASE). Validated ability to meet customer needs and provide exemplary service by informing customers of the claims process and ensuring a positive customer experience. Confirmed knowledge of insurance contracts and the legal aspects of court procedures affecting legal liability for insurance lines. Knowledge of claims systems. Demonstrated analytical skills needed to make decisions and reach resolutions 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. Demonstrates strong but flexible standards and can act different, can be seen as balanced based on 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 Human Resources Business Partner.

Values: Regularly and consistently demonstrates the Nationwide Values.

Job Conditions:

Overtime Eligibility: Eligible (Non-Exempt)

Working Conditions: Field or office claims environment. May require ability to sit and operate telephone and personal computer for extended periods of time. Able to make physical inspections of accident scenes. Able to climb, balance at various heights, stoop, bend and/or crawl to inspect vehicles and structures. Able to work outside in all types of weather. Must be willing to work irregular hours and to travel with possible overnight requirements. Must be available to work catastrophes (CAT) requiring travel to CAT sites with multiple onsite responsibilities and/or for extended periods of time. Extended and/or non-standard hours as required. 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.

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. To learn more about the benefits we offer,click here.

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.