Technical Manager, On Your Side Auto Repair Network (Dallas, TX - WFH)

If you’re passionate about helping people protect what matters most to them at a Fortune 100 company with nearly $70 billion in annual sales, 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! At Nationwide®, “on your side” goes beyond just words. Our customers and partners are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.

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 Technical Manager, you’ll manage On Your Side Auto Repair Network (OYSARN) vendors within a geographic area and promote and provide outstanding customer service. This includes, monitoring and measuring shop performance improvement through re-inspections, reports, action plans, performance reviews, and other evaluation methods. You’ll also serve as the contact for customer complaints and satisfaction and as liaison to claims leadership for shop performance issues, claims and service results, and overall OYSARN claims performance. In addition, you’ll manage customer complaints and/or satisfaction, expense control and supporting cross functional and cross claims specialty coordination

Job Description

Key Responsibilities:

• Serves as liaison for OYSARN vendor partners.  Responsible for shop relationship and contract management – includes performance reviews and performance management.

• Promptly and effectively handles all assigned claims with little to 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.

• Ensures adherence to state and local claims regulations.

• Conducts open and/or closed file reviews and/or re-inspections on OYSARN claims. Re-inspections may be in person or virtually.  Identifies performance opportunities and file review results for Directors and claims leadership. Proficiently documents and records file review skill set opportunities and results.

• Prepares and submits Quarterly Shop Assessments as required.

• Completes and/or assists in special projects as assigned. Assists in technical audit reviews as requested.

• Responsible for planning, organizing, and completing procedural audits as assigned.

• Provides input to Director and other claims management regarding claims performance. Supports claims management in utilization of best claims practices.

• Partners with Special Investigation Unit and Subrogation to identify fraud and recovery opportunities. Assists or prepares files for suit, trial, or subrogation. (Property/MD/Casualty).

• Assists in tabulating and analyzing results from claims technical file reviews.

• Delivers a positive customer service experience to internal, external, current and prospective Nationwide customers.

• Handle customer service issues/complaints/quality of repair issues.

• Completes training, compliance reviews to support corporate strategy or initiatives.

May be responsible for other responsibilities as assigned.

Reporting Relationships:  Reports to Director. Individual contributor role.

Typical Skills and Experiences:

Education: Undergraduate degree or equivalent experience. Successful completion of required claims certification schools/courses 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, and ASE).

Experience: Three to five years of personal lines property and/or casualty and/or material damage claims experience required. Experience in technical claims preferred.

Knowledge, Abilities and Skills: Confirmed knowledge of claims handling process including investigation, resolution, and settlement procedures, practices, and processes. General knowledge of insurance theory and practices, insurance contracts and their application, as well as specific claims practices. Familiarity with claims systems and terminology. Validated ability to meet customer needs and provide outstanding service by advising customers of the claims process and ensuring a positive customer experience. Strong analytical skills and able to make independent decisions regarding claims file performance. Demonstrated problem solving skills including diagnosing and recommending solutions. Demonstrates strong but flexible standards and can be perceived as balanced based on the conflicting demands of the position. Ability to be flexible and handle assigned workloads. Excellent verbal and written communication skills used to interact with all levels of associates. Proven ability to use a PC 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: Not Eligible (Exempt)

Working Conditions: Normal office environment or remote office environment. May require ability to sit and operate telephone and personal computer for extended periods. Representatives may be required to operate an automobile and have a valid driver's license with a safe driving record. 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 on-site responsibilities and/or for extended periods. Ability to work extended hours as required.

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.

#claims

NOTE TO EMPLOYMENT AGENCIES:

We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range. Note on Compensation for Part-Time Roles: Please be aware that the salary ranges listed below reflect full-time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full-time schedule.

The national salary range for Technical Manager, On Your Side Auto Repair Network - Vendor Management : $87,000.00-$162,000.00

The expected starting salary range for Technical Manager, On Your Side Auto Repair Network - Vendor Management : $87,000.00 - $131,000.00