Nationwide Technical Director, Claims in Columbus, Ohio
If you’re passionate about becoming a Nationwide associate and believe you have the potential to be something great, let’s talk.
Number 54 on the Fortune Magazine 100 Best Places to Work.
JOB SUMMARY: Directs the activities of a claims technical function (i. e. , material damage, property, commercial, blue ribbon, casualty, CAT, QA). Drives technical excellence for a specialty. Compile and distribute Best Practices for a specialty. Compiles and communicates trend information with field personnel, provide technical expertise on related specialty in complex coverage and service issues. 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.
RELATIONSHIP: Reports to Reports to the Vice President Technical Claims or Claims Technical AVP. May be responsible for field-based claims specialty personnel such as QA, BRRS, etc.
DIRECT REPORTS: None
Responsible for driving technical excellence for specialty across geographies. Serves as technical resource to the field.
Partners with Claims Directors on developing implementation plans for corporate, organizational and regional plans and helps develop long range goals and objectives, which are measurable
Communicates and assists with implementation of claims technical initiatives to the claims zones.
Partner with industry leaders to help promote industry and legislative changes that benefit our stakeholders . Analyzes claims zone results and makes recommendations to Claims Directors on process improvements, workflow improvements, or other initiatives to drive results.
Delivers a positive On-Your-Side customer service experience to internal, external, current and prospective Nationwide customers.
Resolves customer complaints according to Best Practices. Monitors customer satisfaction in an effort to drive action plans for improvement.
Identifies, develops and retains high potential/high performing associates who have the potential for or are ready to fill critical roles in the organization.
Other duties as assigned.
Education: Undergraduate degree or post-graduate studies preferred.
Licenses/Designations: State licensing where required. Successful completion of required/applicable claims certification training/classes.
Experience: Minimum ten years experience in a claims operation including at least two years in claims management.
Knowledge: Requires advanced knowledge of claims best practices, technical claims operations, procedures and claims performance strategies, day-to-day claims operations, as well as Claims Best Practices. Extensive discipline specific knowledge desired.
Skills/Competencies: Excellent customer focus to proactively identify and understand customer needs. Ability to effectively communicate interpersonally with individuals and groups and manage an internal staff. Demonstrated decision-making skills, including the ability to recognize, analyze and improve claims performance situations such as loss control, LAE, customer satisfaction, employee development and engagement. Effective listening, oral and written communication skills necessary for customer contact, negotiation, presentations, project management, and personnel management. Ability to make decisions, establish priorities, and set strategic directions. Ability to organize and deal with a variety of situations, discern problems and recommend/implement resolutions. Ability to use PC and applicable software preferred.
Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors. Staffing Exceptions to the above Minimum Job Requirements must be approved by Business Unit Executive and Human Resources.
Working Conditions: Office or Field claims office environment. Some travel may be required. Some positions may require ability to operate an automobile and have a valid driver's license with a safe driving record. Must be able to operate an automobile and have a valid driver's license with a safe driving record. Must be able to make physical inspection of accident scenes and property and/or property loss sites. Must be able to climb ladders, balance at various heights, stoop, and bend and/or crawl to inspect vehicles and/or structures. Must be able to work out-of-doors 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).
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.
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.
Job Evaluation Activity: Edited 5/2/11 JTG
Additional Job Description
Job ID: 54483