Nationwide Associate Claims Specialist, Property (First Notice of Loss) 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.

Captures first notice of loss via telephone for new homeowner claims and, when possible, handles these claims to conclusion, delivering optimal customer service. Promotes and provides “On Your Side” customer service. Responsible for the handling of claims in accordance within prescribed authority and Best Claims Practices.

Job Description

REPORTING RELATIONSHIPS: Reports to Claims Manager.


  • Delivers a positive” On Your Side” customer service experience to internal, external, current, and prospective Nationwide customers. Adheres to high standards of professional conduct consistent with the delivery of superior service

  • Provides first-level customer service for agents, members and other customers through direct inbound calls, responding to all questions and inquiries.

  • Determines best course of action for the handling of each individual claim, with moderate direction and oversight. These options include the use of the Property Repair Network, independent adjusters and self-written estimates.

  • For immediate settlement claims, may open, close and adjust reserves in accordance with company practices designed to ensure reserve adequacy. Makes decisions within delegated authority as outlined in company policies and procedures. Recommends special reserves where necessary.

  • Determines proper policy coverage on claims and supplements using Best Claims Practices.

  • Receives first notice of loss for claims and makes first meaningful contact. Coordinates emergency services and temporary accommodations for member, informing them of all relevant field assignments.

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

  • Obtains and maintains the required state and federal license and continuing education.

  • Manage expenses through appropriate method of inspection.

  • Performs other duties as assigned.


Education: Undergraduate degree or equivalent experience preferred.

License/Certification/Designation: State licensing where required. Successful completion of required claims certification schools/classes.

Experience: Experience in a customer service environment including flexible work schedules and extended work hours, prior claims handling experience preferred.

Knowledge: General knowledge of customer service principles and/or insurance theory and practices. Familiarity with claims processing, policies and procedures preferred. Familiarity with automated claims systems and claims best practices desirable.

Skills/Competencies: Proven ability to meet customer needs and provide exemplary service by informing customers of the claims process and ensuring a positive customer experience. Ability to acquire skills necessary to make decisions and resolve conflicts in such areas as application of coverages to submitted claims, application of laws of jurisdiction to investigatory facts, application of policy exclusions and exceptions. Ability to effectively prioritize work. Ability to work in a fast paced and team based environment. Written and verbal communication skills for contact and/or negotiation with policyholders, claimants, repairpersons, attorneys, physicians, agents and the general public. Ability to efficiently operate personal computer and software for claims-related and other business applications.

Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.

Staffing Exceptions to the above Minimum Job Requirements must be approved by the: Business Unit Executive and Human Resources.


Overtime Eligibility: Eligible (Non-exempt)

Working Conditions: Normal office environment. May require ability to sit and operate telephone and personal computer for extended periods. 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. Extended and/or non-standard hours as required.

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: 3/6/18 CSB

Additional Job Description


Job ID: 54084