Nationwide Careers – Insurance Services Representative II

Job Description:

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 Responsibilities:

• 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.
• 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.
• 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.
• 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.
• Completes care review for customers as requested. Retains customers by using experience and knowledge.
• 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.
• 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.
• Completes customer interaction follow-up work to process all requested updates efficiently and effectively.

Job Requirements:

• 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.
• High school or comparable diploma; some undergraduate studies preferred.
• Other criteria, including leadership skills, competencies and experiences may take precedence.

Job Details:

Company: Nationwide

Vacancy Type:  Full Time

Job Location: San Antonio, TX, US

Application Deadline: N/A

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