A $2000 Sign On Bonus will be given to all external candidates hired into this role. The first $1000 is paid after 3 months, and the remaining is paid after 9 months.

This position is Work From Home (Remote) in the following locations:

• Iowa

• Ohio

• Texas

Virginia

North Carolina

Work From Home (Remote) technology requirements

• 30 mbps download/3 mbps upload
• Acceptable internet service provider technologies- broadband cable, fiber
• Wired connection between work equipment and home internet equipment
• Two open Ethernet ports for call center associates using Cloud Phone

On April 4th, 2022 begin your career with Nationwide, a Fortune Top 25 Best Companies to Work For!

Salary: Starting salary of $42,315 ($21/hr) plus depending on background and experience; additional 10 – 15% shift differential on qualifying schedules

Benefits: We offer a competitive benefits package which includes:

·       Paid time off

·       401(k) with company match of 50% on the first 8% you contribute

·       Company-paid retirement (pension) plan

·       Comprehensive medical, dental and vision benefits

        Hybrid and work from home opportunities  

·       Educational assistance

·       Exclusive insurance discounts

Training: We will provide you with our award-winning 14-week training program 

Job Description Summary

Do you thrive in a work environment where you can deliver exceptional customer service? If you are a good listener, skilled communicator and can gather and manage information needed to assist with resolving insurance policy questions then we want to hear from you!

As an Insurance Services Rep, you’ll provide an effortless customer experience through phone interaction in addition to e-mail, chat and text regarding personal lines insurance policies from customers, agents, third parties and business partners while contributing to individual and team performance expectations. We’ll count on you to provide first time final resolution and proactive solutions.

Job Description

Key Responsibilities:

• Owns the customer experience by answering foundational/moderate inbound phone calls, emails, or other contacts inquiring about insurance products and policies. Works and makes decisions with leader/subject matter expert oversight.

• Applies personal lines insurance knowledge to assist customers with foundational/moderate billing, credit and premium changes.

• Provides a complete and accurate solution to the customers’ questions so they don’t have to call back.

• Diagnoses issues and uses findings to minimize transfers, issues, and call backs by using all available resources and systems to make policy changes, answer policy and billing questions, take payments and provide requested documentation.

• Offers customer interactions consistent with company policies.

• Uses customer’s information to promptly resolve issues and identify the right solutions in the first-time final interaction.

• Completes customer interaction follow-up work to process all requested updates efficiently and effectively.

• Navigates multiple computer systems while maintaining an engaging customer interaction.

• Participates in and passes required comprehension and competency testing in technical and customer service skills training to learn current and best practices.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Personal Lines Customer Service Supervisor. Reports not typically assigned.

Typical Skills and Experiences:

Education: High school or comparable diploma; some undergraduate studies preferred.

Experience: One year of work-related customer service experience; high preference for experience in the insurance or financial industry.

Knowledge, Abilities and Skills: Basic knowledge of general business practices and terminology. Prefer familiarity with insurance or customer service concepts. Skills needed for the role will be provided during training and onboarding. Issue diagnosis, issue resolution, compliance focus, active listening, and customer advocacy. Time management, schedule dependability, basic math skills and ability to interact in a co-hort learning environment is crucial. Customer service mentality. Able to own the experience, advocate and be customer centric.

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 the Nationwide Values.

Job Conditions:

Overtime Eligibility: Nonexempt (Eligible)

Working Conditions: Call center environment; may include 24/7/365 hours of operations. Role requires thorough training and onboarding that may differ from hired hours. Extended periods of sitting/using personal computer and phone. Non-standard hours may be required based on customer demand resulting in phone or other contact volumes. Flexible work options may be available after successful performance is acquired.

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.

Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at 888-944-2247.