On March 21st, 2022 begin your career with Nationwide, a Fortune Top 25 Best Companies to Work For!

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.

Salary: Starting salary of $43,322.50 ($21.50/hr) plus, depending on background/experience and location. 

Training: Our award-winning 10-week training program schedule will be Monday–Friday, 9:00 AM - 5:30 PM CST, followed by a regular work schedule based on business need. 

Permanent Schedule:

After training, associates will pivot to different shifts, which may require work between the hours of 7 AM - 10 PM CST Mon - Fri, with inclusion of shift-bid opportunities to move to other shifts at regularly-scheduled intervals

Technology requirements for work from home:

• 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

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
• Educational assistance
• Exclusive insurance discounts

Job Description Summary

Do you love providing great customer service? If you are a strong communicator, analytical and agile and love helping people, we want to hear from you!

As an Insurance Service Rep II for commercial lines of business, you have daily opportunities to provide exceptional service to customers. Contributing to individual and team performance expectations are key to success in this role. Our customers and insurance agents will count on you for answers to questions and for providing guidance. For your co-workers, you can be a technical expert and problem-solver to support areas throughout the enterprise.

Job Description

Key Responsibilities:

• Owns the customer experience by handling complex inbound phone calls to include: premium changes and retention calls, emails, chat sessions, and texts from customers, agents, third parties, and business partners who are inquiring about insurance products or policies.

• Exhibits commercial and/or farm lines insurance knowledge and is fully cross trained on all products, able to effectively handle small and middle market accounts, special requirements, farm and processing functions.

• Provides guidance to customers by solving their immediate needs as well as anticipating future needs or questions. Provides consultation, proactive guidance and advice to agents and customers on next steps as well as policy options that may be beneficial.

• Completes care review for customers as requested. Retains customers by using experience and knowledge.

• Diagnoses issues and utilizes results 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, provide requested documentation, and give advice regarding insurance needs.

• Discovers and acts on customer issues at an experienced level, by quickly establishing and building trust; provides solutions and uses a structured thought process and/or problem-solving skills to achieve results while balancing customers’ needs with company and legal guidelines.

• Assists other associates with questions. Activities may include, but are not limited to, peer assistance in training classrooms, on floor assistance, project input/feedback, ad hoc requests from leadership, etc.

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

• Navigates multiple computer systems while providing a pleasing customer interaction.

• Provides process and performance improvement recommendations.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Commercial Lines Customer Service Supervisor. Individual contributor role.

Typical Skills and Experiences:

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

License/Certification/Designation: Licensing may be required, as is continuing education as required by state(s). Associates will be asked to obtain the required state licenses. If an associate fails or is unable to obtain required licenses/registrations within the time period designated by the business unit, the associate may be terminated.

Experience: Two years of insurance experience.

Knowledge, Abilities and Skills: Proficient using systems such as: Passport, Flex Billing, eFile, eLibrary, Reference Connect, Isotel Prometrics, VIN Assist, Microsoft Access, DocuSign, Microsoft Outlook, Agent Center, Softphone, IEX, ZOOM and Internet Explorer/Mozilla FireFox. Comprehensive understanding of insurance and customer service concepts. Mastery of key behaviors and competencies. Fully cross-trained on all insurance products for the business unit. Experience with issue diagnosis, issue resolution, compliance focus, active listening, and customer advocacy. Abilities in time management, schedule dependability, basic math skills and ability to interact in a cohort learning environment. Customer service mentality. Comfort level with providing consultation and recognizing ability to cross-sell and up-sell on insurance needs. Customer specialist will own the experience, be a customer 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 Manager’s leader and Human Resources.

Values: Regularly and consistently demonstrates the Nationwide Values.

Job Conditions:

Overtime Eligibility: Nonexempt (Eligible)

Working Conditions: Call center environment. Extended periods of sitting/using personal computer and phone. Non-standard hours based on demand from members resulting in contact volumes to be handled. Flexible work options may be available after successful performance is obtained.

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 licensing and fiduciary accountabilities, a valid credit check and/or background check will be required as part of the selection process.