Claims Customer Service Representative Ii

If you’re passionate about helping people protect what matters most to them, 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!Do you thrive in a work environment where you can deliver exceptional customer service? Are you an outstanding communicator who can work independently and as part of a team? If you can diagnose and solve complex insurance situations and find solutions to address out of the ordinary challenges, then we want to hear from you!
As a Claims Customer Service Representative II, you can be the first point of contact with customers. Making a great impression is important to creating and maintaining good relationships. In this role, you'll addresses complex personal lines claims and works with policyholders, claimants, agents and others by phone, email, text and chat.

• Maintains, records and reports information.
• Creates loss reports by securing information from policyholders, claimants, agents, and other parties. Establishes the claim master record by direct entry of claim data via computerized claim system. Takes manual loss reports as necessary.
• Establishes and maintains a follow-up system for completion of incomplete claim reports. Proactively contacts policyholders/claimants for additional information to expedite proper handling of claims.
• Verifies coverage under various policies or policy provisions based on variances of state, jurisdiction and regulatory requirement.
• Provides customer service contact for claims reporting activity. Employs claims call center standard methodologies in all activities.
• Makes direct assignments to inside or field claims adjustment personnel after taking notice of loss. In the absence of the supervisor, assigns claims of other claims service representatives within established guidelines and procedures.
• Handles customer service complaint situations as appropriate, or provides information for resolution.
• Handles coverage verification with other appropriate functions for all state operations when circumstances do not allow a claim to be established on the system. This would include the verification of assigned risk as well as voluntary policy information.
• Handles inquiries from policyholders, claimants and others as appropriate.
• Provides technical advice to claims service representatives on personal and commercial lines policy coverage in the absence of a supervisor.
• Refers claimants to preferred repair shops or schedules drive-in appointments as appropriate.
• Creates and maintains information screens. Inputs data into personal computer-based software as required.