Associate Claims Specialist, Property

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.

Anticipated Start date: February 1, 2027

For this role, we are seeking applicants in the Columbus, OH area. Candidates hired for this role will be expected to work in office for the first 12 months in the role.

During training, associates will work a schedule of 8:00 AM - 4:30 PM ET, Monday through Friday. Upon successful completion of training, work schedules may vary based on business needs and manager assignment, with hours generally falling between 8:00 AM and 5:30 PM ET.

This entry-level position is designed to prepare you for a future role as a Claims Specialist on the Virtual Property Claims team. As a trainee, you’ll begin by supporting a variety of property claims—including those related to weather events, water damage, fire, theft, and other covered losses—under close guidance. You’ll learn the full lifecycle of claims handling while developing the technical and interpersonal skills needed to succeed in a fast-paced, customer-facing environment.

You’ll participate in structured training and hands-on experience to build proficiency in evaluating damages, understanding policy coverage, and navigating claims systems and tools. Early responsibilities will include assisting with documentation, reviewing vendor estimates, and supporting communication with customers. Over time, you’ll take on more complex tasks, including setting expectations, explaining coverage decisions, and managing claims independently.

Strong communication and emotional resilience are essential, as you’ll be coached on how to handle difficult conversations with empathy and professionalism. You’ll learn how to de-escalate tense situations, deliver challenging news clearly, and guide customers through stressful experiences with confidence and care.

As you progress, you’ll gain exposure to reserve management, regulatory compliance, and collaboration with internal teams such as Special Investigations and Subrogation. Staying informed on industry repair practices, market pricing, and legal developments will be part of your growth journey.

This role offers a unique opportunity to develop both technical expertise and emotional intelligence in a supportive, learning-focused environment. Candidates should be eager to grow, comfortable with change, and motivated by helping others. Successful trainees may be eligible for promotion to Specialist I within 12–18 months, based on performance and business need.

Job Description Summary

No two property claims are ever the same and each customer has unique needs. Our team thrives on providing the very best service and building lasting, successful relationships with our customers. If you are confident, curious, driven to learn and grow, and have a desire to help people when they most need it, we want to know more about you!

As an Associate Claims Specialist, you will have the opportunity to learn about Property claims handling while supporting customers and associates throughout the entire PL Property organization by overseeing and handling specific components of the claim process.

Job Description

Key Responsibilities:

• Delivers outstanding customer service experience to internal, external, current, and prospective Nationwide customers. Adheres to high standards of professional conduct.
• Determines the best course of action for handling each individual claim, with moderate direction and oversight. These options include but not limited to repair monitoring; process and handling of ALE; and process handling for receipt matching and RCV payments.
• Completes training necessary to promptly and effectively resolve claims. Adheres to high standards of professional conduct while providing the delivery of superior claims service.
• Authorizes and/or approves all claims payments within the delegated authority. Recommends, for approval, all claim payments beyond delegated authority per company practices and procedures.
• Verifies coverage and damage reports received from vendors and customers for accuracy and consistency.
• Initiates and conducts follow-ups using the claims handling system or other related systems
• Audits bills for detection of possible fraud; refers findings to Special Investigations Unit (SIU) as directed and properly submits UAF (Underwriting Awareness Form) as applicable to partner with Underwriting.
• Acquires and maintains the required state and federal license and continuing education.
• May perform other responsibilities as assigned.
• Reporting Relationships: Reports to Claims Manager.
• Typical Skills and Experience: 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 includin g flexible work schedules and extended work hours.
• Knowledge: General knowledge of customer service principles and/o r insurance theory and practices. Familiarity with claims processing, policies and procedures preferred. Familiarity with automated claims systems and best claims practices desirable.
• Skills/Competencies: Proven track record meeting customer needs and providing exemplary and meaningful service by advising customers of the claims process and ensuring a positive customer experience. Ability to acquire skills needed to make decisions and provide resolution in such areas as application of coverages to submitted claims, application of laws of jurisdiction to investigatory facts, application of policy exclusions and e xceptions. Ability to effectively prioritize work. Ability to work in a fast paced and team-based environment. Written and verbal communication skills for connection with policyholders, claimants, repairpersons, attorneys, physicians, agents and the general public to resolve the claim. Ability to efficiently operate personal computer and software for claims-related and other business applications.
• Other criteria, including leadership skills, competencies and experiences may take precedence.
• Staffing Exceptions to the above minimum job requirements must be a pproved by the: Business Unit Executive and Human Resources. Values: Regularly and consistently demonstrates the Nationwide Values.
• Job conditions: 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.
• ADA: The above statements cover what are generally believed to be pr incipal 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 fiduciary accountability within thi s job, a valid credit and/or background check will be required as part of the selection process.
• Additional Job Description