Job Description

If you're passionate about helping a Fortune 100 company drive their strategy forward through innovative product development and advancing strategic partnerships to protect customers (and their pets), then Nationwide's Strategy and Corporate Development Office might be the place for you!

Job Description Summary

JOB: First point of contact for agents and sales managers to resolve non-routine questions. Provides support with tools, processes, and sales support needs. Effectively communicates with agent, sales manager, regional leadership, and corporate office to consult on moderately complex issues and drive consistent and efficient processes across regions and the company. Role operates under close supervision and has a moderate amount of variability and /or complexity.

Job Description

REPORTING RELATIONSHIPS: Reports to Supervisor / Manager; no direct reports.

CORE JOB DUTIES & RESPONSIBILITIES:

1. Handles in-bound and out-bound phone calls and inquiries from agents, sales managers, agency staff and regional leadership.

2. Answers moderately complex questions, provides explanations and makes recommendations based on customer needs and company guidelines; documents and categorizes issues, helps to resolve, or directs to appropriate resources

3. Processes non-routine correspondence from customers in accordance with internal procedures and controls.

4. May handle follow up work created by representatives when a first time final experience is not possible.

5. Provides process and performance improvement recommendations and may assist in the design and development of new processes.

6. May assist peers with service and support issues.

7. May assist with back-office responsibilities for either assigned territories or the region, as directed.

MINIMUM JOB REQUIREMENTS:

Education: High school studies; some undergraduate studies preferred.

License/Certification/Designation: Participation in technical insurance programs preferred (i.e., CPCU, CLU, etc.)

Experience: One to two years related experience in customer service, sales or related occupations.

Knowledge: General knowledge of products and processes, technology and administration, sales processes, agent programs, agent compensation, the P&C industry and agency office operations desired.

Skills/Competencies: Decision-making skills. Ability to manage time effectively and handle multiple responsibilities. Good verbal and written communication skills necessary to effectively convey detailed processes and resolve complaints. Technical proficiency with Microsoft products (Word, Excel, PowerPoint), e-mail system and computer systems navigation. Competencies in teamwork, relationship development, communication, as well as initiative is needed.

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

Staffing Exceptions to the above Minimum Job Requirements must be approved by the hiring managers leader and HRBP.

JOB CONDITIONS:

Overtime Eligibility: Eligible (Non exempt).

Working Conditions: Normal office environment.

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: KMP 2-2017