Associate Claims Specialist, Property

About the Role

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

• Location: Columbus, OH area
• Anticipated Start Date: February 1, 2027
• Initial Work Arrangement: Expected to work in office for the first 12 months.
• Training Schedule: 8:00 AM - 4:30 PM ET, Monday through Friday.
• Post-Training Schedule: May vary based on business needs and manager assignment, generally between 8:00 AM and 5:30 PM ET.

Key Responsibilities

• Delivers outstanding customer service experience to internal, external, current, and prospective Nationwide customers.
• Determines the best course of action for handling each individual claim, with moderate direction and oversight.
• Completes training necessary to promptly and effectively resolve claims.
• Authorizes and/or approves all claims payments within 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 and refers findings to the Special Investigations Unit (SIU) as directed.
• Properly submits UAF (Underwriting Awareness Form) as applicable.
• Acquires and maintains required state and federal licenses and continuing education.

Requirements & Tech Stack

• Structured training and hands-on experience.
• Proficiency in evaluating damages.
• Understanding of policy coverage.
• Navigation of claims systems and tools.
• Assistance with documentation.
• Reviewing vendor estimates.
• Supporting communication with customers.
• Setting expectations.
• Explaining coverage decisions.
• Managing claims independently.
• Strong communication skills.
• Emotional resilience.
• De-escalation of tense situations.
• Delivering challenging news clearly.
• Guiding customers through stressful experiences.
• Exposure to reserve management.
• Exposure to regulatory compliance.
• Collaboration with internal teams (e.g., Special Investigations, Subrogation).
• Staying informed on industry repair practices, market pricing, and legal developments.
• Eagerness to grow.
• Comfort with change.
• Motivation by helping others.

Qualifications

• Education: Undergraduate degree or equivalent experience preferred.
• Experience: Experience in a customer service environment including flexible work schedules and extended work hours.
• Knowledge:
• General knowledge of customer service principles and/or 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 service.
• Ability to acquire skills needed to make decisions and provide resolution in areas such as application of coverages, laws of jurisdiction, policy exclusions and exceptions.
• 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.
• Ability to efficiently operate personal computer and software for claims-related and other business applications.
• Other:
• 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.
• A valid credit and/or background check will be required.