Claims Adjuster, Recovery (Deductible Recovery)
Scottsdale , Arizona
November 05, 2016
*This position will be staffed in the Scottsdale, AZ office and will support the recovery/subrogation department, specifically on the deductible recovery team.

*The ideal candidate will show qualities of attention to detail, be well organized, have great customer service and decision-making skills, will possess strong negotiation tactics, and will perform with integrity, stability, motivation, and with great success.

*This position promotes career development, and includes flexible hours, and van/carpool support from the Scottsdale office.

JOB SUMMARY: Effectively evaluates and negotiates recovery on claims involving established liability/damages to resolution. Responsible for disposition of recovery claims in accordance with prescribed authority and company policy and managing the work and performance of vendors to achieve successful resolutions of recovery. Has contact with internal and external customers which involves maintaining, developing and influencing relationships. Promotes and provides "On Your Side" customer service.

RELATIONSHIP: Reports to Subrogation Manager. No direct reports.


+ Evaluate and negotiate commercial, personal and professional lines recovery to successful resolution. These claims may include basic to moderate complexity level. Identifies claims with issues beyond expertise and authority and refers to senior recovery staff or manager.

+ Responsible for prompt and proper disposition of recovery claims files involving established liability/damages. Maintains productivity levels. Applies laws, policy language and jurisdiction to investigative facts. Assist and/or prepares recovery files for suit, arbitration or outside collection. Maintains quality and productivity levels.

+ Coordinates own file inventory to ensure timely resolution of cases. Maintains files in an organized manner and documents claims activity.

+ Reviews claim files to determine recovery potential. Contacts claims representatives for additional information as needed. Manage the work and performance of vendors and outside counsel to achieve successful resolution of recovery.

+ Establishes and authorizes reserves and claims payments within the delegated authority. Recommends for approval all payments beyond delegated authority in accordance with company practices and procedures.

+ Partners with SIU and Recovery to identify fraud and recovery/subrogation opportunities.

+ Maintains and develops current knowledge of: assigned insurance lines; court decisions which may impact the claims function; current guidelines in the claims function; and policy changes and modifications. This may require attendance at various seminars or training sessions.

+ Submits severe incident reports, reinsurance reports and other information to claims management as needed.

+ Consults with claims staff, and counsel for discovery processes, ADR, suit/file/trial strategy related to case specific recovery issues.

+ Maintains favorable working relationships with claims associates. Provides excellent customer service via communications with insured's for prompt return of applicable deductibles and/or out-of-pocket expenses.

+ Delivers a positive On-Your-Side customer service experience to internal, external, current and prospective Nationwide customers.

+ Initiates and conducts follow-ups via proficient use of claims systems and related business systems.

+ Other duties as assigned.


Education: Undergraduate degree or equivalent experience preferred.

Licenses/Designations: State licensing where required. Successful completion of required claims certification schools/classes.

Experience: One to three years of claims handling or Subrogation support experience preferred.

Knowledge: General knowledge of insurance theory and practices, insurance contracts and their application. Familiarity with claims processing and Recovery terminology. Familiarity with related claims best practices and procedures preferred.

Skills/Competencies: Proven ability to meet customer needs and provide exemplary service by informing customers of the claims process and ensuring a positive customer experience. Analytical skills necessary to make decisions/resolve conflicts such as application of coverage's to submitted claims, application of laws of jurisdiction to investigation facts, application of policy exclusions and exceptions, and direct repaid shop claims management. Ability to work in a fast paced and team based environment. Organizational skills to effectively prioritize and manage increased workloads. Demonstrated proficiency of written/verbal communication skills for contact and/or negotiations with policyholders, claimants, repair persons, attorneys, agents, and the public in general. Ability to efficiently operate personal computer and software for claims-related and other business applications.

Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.

Staffing Exceptions to the above Minimum Job Requirements must be approved by Business Unit Executive and Human Resources.


Working Conditions: Normal office environment. Occasional non-standard hours. Must be willing to work extended hours and to travel with possible overnight requirements. Must be available to work catastrophes (CAT) requiring travel to CAT sites with multiple on-site responsibilities and/or for extended periods of time. Including holidays and weekends.

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.

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: 9/26/16 CSB

Job Family/Function: CLM/CSU



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