Nationwide Construction Claims Business Consultant (Northeast) in United States

Job ID: 52253

*This position will be work from home. The deal candidate will be located in the Northeast, but other locations will be considered for the right candidate. This role will support the Commercial Lines Casualty Claims Department, reporting to Tammy Stepien.

*Ideal candidate will possess extensive experience as a casualty technician, with New York Labor Law, and a contracts/liability background. Selected candidate should also be well versed in risk transfer.

JOB SUMMARY: Provide services to claim management and profit center management in the delivery of claim service to mid and large commercial market accounts. Represent Nationwide commercial claims as the primary relationship manager. Research, manage and serve as the primary liaison for the resolution of problem claim issues and/or workflows on behalf of agents, claims and profit centers. Inform new and existing agents of Claim Department processes and procedures, including our interface systems (i.e. portals). Develop and implement specialty programs, reports, and or meetings with key Accounts. Collaborate with our other business units (Workers’ Compensation, Commercial Property, Commercial Casualty) to support plans for new and renewal business. Perform duties with independent judgment per grants of authority from claims and underwriting.

REPORTING RELATIONSHIPS: Reports to Claims Director or AVP


  • Claim problem/issues manager and primary contact for oral and written inquiries and requests for claim information and issue resolution. Lead and complete prompt reviews and resolution of outstanding problems/issues. Determine if specific problem/complaint requires elevation for review of larger claim workflow or procedure issue(s) and corrective action.

  • Facilitate training on claim policies and procedures for existing agents, prospective agents, key accounts, and prospective accounts.

  • Manage, evaluate and make recommendations regarding requests for agency accommodations through profit center management and Commercial Claims.

  • Survey assigned agents/accounts regarding claim service levels through regular contact and office visits. Compile, analyze, identify trends and distribute results to Claims Management and Profit Center Management, at regular intervals.

  • Responsible for claims interaction / management with Large Accounts, and Key Agents to assure continued development of business retention and opportunities

  • Participate in sales/training sessions as needed.

  • Participate with profit center and claim personnel in orientation and implementation of new products and programs for assigned agents.

  • Ensure agents and profit center personnel understand claim strategies in order to develop new business, improve retention of existing accounts and maintaining profitability.

  • Meet with agents and/or their accounts as requested by Agency to consult on sales and claim service plans for new and existing accounts.

  • Participate as primary point person for Nationwide in account renewal roundtables.

  • Benchmark with peer companies and develop competitive intelligence; make recommendations for new or existing claim policies and procedures that enhance claim service to agents/accounts and/or reduce costs.

  • Track and document productivity and effectiveness in assisting with new or renewal business retention.

  • Actively collaborate and communicate with claim and profit center members to identify and share industry trends and field claim issues. Work with field claim, HO Claim, and Profit Center management to effectively manage such efforts.

  • Collaborate with OGC on responses to inquires from agents, underwriting, and accounts regarding coverage or existing laws.

  • Work with all areas of the Claim Zones and Underwriting to monitor and expand usage of Nationwide technology to improve our policies and procedures. Recommend and initiate programs or policies to increase utilization potential and/or ease of use, by external partners.

  • Analyze and roundtable issues related to coverage or liability to assist in decision making or further direction of claim handling resulting from inquiries of agent, insured, or other areas of the Company.

  • Identify all account risks through the initial account review process with a thorough review of the agency submission and loss control inspection.

  • Monitor all new losses and obtain risk reports to evaluate any changes in the customer’s risk exposures and promptly report these findings to Underwriting and the Claims Director(s).


Education: Bachelor degree or equivalent education/training is preferred. AIC, CPCU or other appropriate designations preferred

Experience: Eight or more years of multi-line, multi jurisdiction claim adjusting experience, with two years of claims supervisory/management experience preferred. Broad multi-line experience (property; workers comp; casualty; medical mgmt; litigation). Expertise in claims coverage and processes to assist internal and external partners

Knowledge: Knowledge of insurance coverage, tort law and claim values. Detailed knowledge of claim philosophy, procedures and knowledge of administrative and claim techniques. Comprehend procedural concepts related to company claims handling policies and effectively communicate them to Internal and External Partners. Recognized as the company claims department consultant in the field providing technical guidance, assistance and training to agents and accounts. A thorough understanding of the Underwriting/Sales process, or Underwriting/Sales experience preferred.

Skills: Demonstrable ability to analyze complex data/results, identifies trends, and makes appropriate recommendations. Strong verbal and written communication skills to support partnership with Internal Departments: Underwriting, Field Operations, and Risk Management. Ability to communicate and train agents in evaluation / use of claim reports and system. Ability to create account level presentations to support and assist Marketing in obtaining new business. Superior analytical and problem solving skills. Convey detailed, important, complex information to others accurately and quickly. Compose written communication to members, agents, internal partners, and regulator agencies in a professional manner. Evaluate information from a variety of reports, surveys, and other documents in order to create specialist claim handling programs for Large Accounts and Key Agents. Be able to work independently.

Takes initiative to identify and implement actions that are designed to improve individual, departmental or corporate-wide performance. Builds and maintains cooperative and mutually rewarding partnerships-both internally and externally.

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 VP and HR leader.


Overtime Eligibility: Not Eligible (Exempt)

Working Conditions: Requires the ability to work in an office environment and maintain non-standard work hours such as weekends. Frequent travel required (up to 80% within territory). Some travel may be overnight. Ability to drive for extended periods.

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: Revised 4/14/15 CSB

Job Function/Family: CLM / COC