Job Description

If youre 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 Nationwides Property and Casualty team could be the place for you!

This position will be staffed in Des Moines, IA.

On April 5 , 2021 your career at Nationwide begins with an award-winning 10-week training program that is designed to set you up for success.Your training schedule will be MondayFriday, 8:00am-4:30pm followed by a regular work schedule based on business need.After training, schedule options may include the following:

* 5x8 Option 1: Mondays, Tuesdays, Wednesdays, Fridays, and Saturdays 1:30 PM - 10:00 PM
* 5x8 Option 2: Mondays, Tuesdays, Wednesdays, Thursdays 12:30 PM - 9:00 PM; and Saturdays 8:00 AM - 4:30 PM
* 4x10 Option 1: Mondays, Thursdays, and Fridays 11:30 AM - 10:00 PM; and Saturdays 11:45 AM - 10:00 PM
* 4x10 Option 2: Mondays, Tuesdays, Fridays 10:30 AM - 9:00 PM; and Saturdays 9:15 AM - 7:30 PM

Your total rewards package includes a starting salary of $36,000 (17.86/hr) with opportunities to increase pay based on performance, a 10 15% shift differential on qualifying roles and a competitive benefits package.

Compensation Band: C2

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, youll 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. Well 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 dont 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 customers 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.

License/Certification/Designation: N/A

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.

Staffing exceptions to the above must be approved by the Manager and Human Resources.

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

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.

EQUAL OPPORTUNITY EMPLOYER:

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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.