Nationwide Casualty Claims Specialist II (Private Client) in Scottsdale, Arizona

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.

*This position will be physically staffed in the Scottsdale, AZ office, supporting the Private Client Casualty Claims Department, specifically bodily injury.

*Prior bodily injury experience is required.

JOB SUMMARY: Investigates claims that may include a combination of Casualty, Material Damage and/or Property for Personal Lines as assigned to reach settlements within limits of authority. Promotes and provides Crestbrook customer service. Work may be handled by telephone or through correspondence. Responsible for coverage investigation, liability evaluation, negotiation and settlement resolution

Job Description

REPORTING RELATIONSHIPS: Reports to Claims Manager


  1. Promptly and effectively handles to conclusion all assigned claims with limited 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 excellent customer service.

  2. Investigates claims by obtaining medical reports, appraisals, estimates of property damage, and evaluates bodily injury claims.Coordinates and reviews work performed by independent adjusters.

  3. Determines liability by obtaining data from interviews with persons associated with the case, recorded statements and police reports and documents the claim file.

Accurately pays claims based on policy provisions, state mandates and/or fee schedules. Authorizes and/or approves all claim payments within granted authority associated with the claim, which may include litigation expense.

  1. Creates and analyzes severe incident reports, reinsurance reports and other information to home office, claims management, and underwriting.

  2. Maintains current knowledge of: court decisions which may impact the claims function; current principles and practices in the claims function; material damage techniques and repair technology innovations; and policy changes and modifications.

6.May be required to maintain knowledge of other functions within assigned discipline. This may require attendance at various seminars or training sessions.

  1. Opens, closes and adjusts reserves in accordance with company practices designed to ensure reserve adequacy. Recommends Special Reserves where necessary.

  2. Partners with SIU and Subrogation to identify fraud and subrogation opportunities. Assists or prepares files for suit, trial, or subrogation. (Property/MD/Casualty).

Prepares/reviews reservation of rights, non-waiver agreements and denials of coverage when appropriate.

  1. Delivers a positive Crestbrook customer service experience to all internal, external, current and prospective Crestbrook customers.

  2. Performs other duties as assigned.


Education: Undergraduate degree or equivalent experience preferred.

License/Certification/Designation: State licensing where required.

Experience: Three to five years related experience in customer service and/or claims handling. Multi-line or discipline experience preferred.

Knowledge: General knowledge of customer service principles. Demonstrated knowledge of claims handling and claims best practices. General knowledge of insurance theory and practices, insurance contracts and their application, and estimating. Familiarity with automated claims systems. Participation in technical insurance or industry coursework preferred (CPCU, ICAR, ASE)

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. Analytical skills necessary to make decisions/resolve conflicts such as application of coverages to submitted claims, application of laws of jurisdiction to investigation facts, application of policy exclusions and exceptions. Organizational skills to effectively prioritize work. Command of written/verbal communication skills for contact and/or negotiations with policyholders, claimants, repair persons, attorneys, physicians, agents, and the public in general. 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: hiring manager’s leader and HRBP.


Overtime Eligibility: Not Eligible (Exempt)

Working Conditions: Normal office environment. Must be available to work catastrophes (CAT) requiring travel to CAT sites with multiple on-site responsibilities and/or for extended periods of time. Must be willing to work irregular hours and to travel with possible overnight requirements.

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 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.

Additional Job Description

*This position will be physically staffed in the Scottsdale, AZ office, supporting the Private Client Casualty Claims Department, specifically bodily injury.

*Prior bodily injury experience is required.


Job ID: 54620