Claims Specialist I - Property Weather

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.

For this role, we are seeking applicants in the Columbus, OH Metro 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 position is responsible for managing weather-related property claims from start to finish, ensuring a high level of service while adhering to company policies and procedures. You will regularly engage in direct, and at times, difficult conversations with customers – clearly explaining coverage decisions, setting expectations, and delivering news that may be hard to hear.

The ability to say “no” with professionalism, empathy, and clarity is essential, as is maintaining composure when faced with frustration or disappointment from customers. Emotional resilience and strong communication skills are critical, as you’ll need to de-escalate tense situations and guide customers through complex and often stressful claims processes.

In this role, you’ll evaluate damages, determine policy coverage, and make timely decisions using a variety of tools and resources, including vendor estimates, independent adjusters, and self-written assessments. You’ll also be responsible for managing reserves, documenting claim activity, and ensuring compliance with internal standards and regulatory requirements. Collaboration with internal teams such as Special Investigations and Subrogation may be required to identify fraud or recovery opportunities.

Staying current on industry repair practices, local market pricing, and legal developments is key to success.

This is a fast-paced, customer-facing role that requires a balance of technical knowledge, critical thinking, and emotional intelligence. Candidates should be comfortable working independently, managing multiple claims simultaneously, and adapting to evolving priorities. If you thrive in a role that challenges both your analytical and interpersonal skills – and are motivated by helping people through difficult situations – this position offers a meaningful and rewarding opportunity.

Please note: Catastrophe duty is a requirement of the role and candidates must be available to work 12 hour days, up to 21 days straight.

Job Description Summary

No two property claims are ever the same and each customer has unique needs. Our Claims Property Weather 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 a Claims Specialist supporting Field Property, you'll investigate and resolve personal lines weather claims by phone and/or virtually. This includes reviewing, adjusting and paying property damage weather claims.

Job Description

Key Responsibilities:

• Delivers an outstanding customer service experience to internal, external, current, and prospective Nationwide customers. Adheres to high standards of professional conduct consistent with the delivery of outstanding service.
• Handles all assigned weather claims promptly and effectively, with moderate direction and oversight. Makes decisions within delegated authority as outlined in company policies and procedures. These options include the use of the Property Repair Network, independent adjusters, and self-written estimates.
• When assigned, leads vendors or independent adjusters. Reviews all estimates proposed by vendors or adjuster and explains scope of work to customers.
• Opens, closes and adjusts reserves in accordance with company practices to ensure reserve adequacy.
• In support of Field Property, determines accurate policy coverage on weather claims and supplements, using appropriate claims methodologies to investigate, evaluate, settle and finalize assigned weather property claims.
• Initiates and conducts follow-ups for weather claims through proficient use of claims systems and related business systems.
• Maintains and develops knowledge of assigned insurance lines, keeps abreast of court decisions that may affect the Field Property claims function, current guidelines and policy changes and modifications. This may require attending various seminars or training sessions.
• Maintains up-to-date knowledge of local industry repair procedures and local market pricing.
• Submits severe incident reports, reinsurance reports and other information regarding weather claims to claims management as needed.
• Partners with Special Investigation Unit and Subrogation to identify fraud and subrogation opportunities. Assists or prepares files for lawsuit, trial or subrogation.
• May perform other responsibilities as assigned.
• Reporting Relationships : Reports to Claims Manager.
• Typical Skills and Experiences: Education: Undergraduate degree or equivalent experience preferred.
• License/Certification/Designation: State licensing where required. Successful completion of required/applicable claims certification training/classes.
• Experience : Preferred one to three years of related claims handling or construction experience. Experience in a customer service environment including flexible work schedule and extended hours preferred.
• Knowledge, Abilities and Skills: General knowledge of insurance theory, practices, contracts and their application. Familiarity with claims processing, claims systems, construction terminology, estimating practices and best claims practices preferred. Confirmed ability to meet customer needs and provide exemplary meaningful service. Analytical skills necessary to make decisions and resolve issues related to correct application of coverage, application of laws of jurisdiction during investigation, application of policy exclusions and exceptions and management of all involved vendors. Ability to work in a fast-paced and team-based environment. Organizational skills to effectively prioritize and handle claims workloads. Strength of written and verbal communication skills for effective communication with policyholders, claimants, repairpersons, attorneys, agents and the general public. 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 must be approved by the hiring manager’s leader and HR Business Partner.
• Values : Regularly and consistently demonstrates Nationwide Values.
• Job Conditions: Overtime Eligibility:  Not Eligible (Exempt)
• Working Conditions: Office environment. Prolonged periods of sitting at personal computer and extensive use of keyboard while taking telephone calls; must use a telephone headset.  Non-standard hours possible. Flexibility of schedule is desired. Must be available to work catastrophes (CAT) which may include working extended periods of time including holidays and weekends over the phone or in office environment.
• 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.