Insurance Services Rep- Commercial Lines Customer Service (Des Moines, SanAntonio, Scottsdale, Columbus)

If you’re 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 Nationwide’s Property and Casualty team could be the place for you!     On August 9, 2021 begin your career with Nationwide, a Fortune Top 25 Best Companies to Work For!   Location: This position is open to external/internal candidates in Des Moines, IA; San Antonio, TX; Scottsdale, AZ; and Columbus, OH   Salary: Starting salary of $36,720 ($18/hr) plus, depending on background/experience and location.   Benefits: We offer a competitive benefits package which includes: Paid time off401(k) with company match of 50% on the first 8% you contributeCompany-paid retirement (pension) planComprehensive medical, dental and vision benefitsEducational assistanceExclusive insurance discounts
Training: Our award-winning 10-week training program schedule will be Monday–Friday, 8:00 AM - 4:30 PM CST, followed by a regular work schedule based on business need.  Your first 10 weeks of training will be conducted virtual/work from home.Technology requirements for work from home:30 mbps download/3 mbps uploadAcceptable internet service provider technologies- broadband cable, fiberWired connection between work equipment and home internet equipmentTwo open Ethernet ports for call center associates using Cloud Phone   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.   Internal use only:  Compensation Grade: C2     Job Description Summary JOB SUMMARY: Services commercial insurance business via direct (inbound) telephone and internet contact with current customers in multiple states. May conduct outbound calls on existing policies for renewal opportunity. Provides counseling regarding insurance needs and product availability. Specializes in all commercial and/or Agribusiness lines.   Job Description Reports to: Supervisor/Manager.   Key Responbilities:

1.  Under direct supervision, provides first level customer service for commercial customers including agents and contract holders/policyholders.  Responds to all questions and provides service in accordance with established procedures and best practices.  Performs outbound calls and follow-up work as required to process customer requests.
2.  Answers questions and provides explanations regarding service requests and coverage for commercial policies, limits and deductibles considering customer needs as well as company guidelines. Processes changes, reinstatements and cancellations for all types of commercial policies; provides quotation and binds coverage within prescribed limits as required.
3.  Handles agent and policyholder correspondence and related paperwork.  Responsible for issuing certificate of insurance, evidence of insurance and other documents as to ensure proof of insurability.  Follows up for necessary documents and payments in order to process customer requests.
4.  Maintains a consistent quality and quantity of work at prescribed standards.  Identifies and prioritizes own work according to prescribed standards.
5.  Maintains working knowledge of state-specific processing procedures, all processing systems, credit and collections procedures, pricing guidelines and eligibility and team concepts.
6.  Performs other duties as assigned.


Education: High school studies; undergraduate studies preferred.

Licenses: Some positions may require state licensing.  Associates must obtain the required Federal and/or state licenses/registrations within the time period designated by the business unit.  Additional licenses/registrations may be required when new products and services are implemented.  If an associate fails or is unable to obtain required licenses/registrations within the time period designated by the business unit, the associate will be ineligible to continue in the position.

Experience: Two years related work experience in a commercial customer service or multi-line processing role.  Prefer exposure to commercial insurance agency and/or call center environment.

Knowledge: Knowledge of all applicable product lines and knowledge of customer service role.

Skills/Competencies: Command of verbal and written communication skills to interact with agents, policyholders, managers, third parties and other departments via the telephone or email system on a constant basis.  Ability to operate personal computer and related processing systems, calculator and other business equipment.  Ability to understand and communicate technical insurance information to internal/external customers.  Strong interpersonal and multi-tasking skills.  Ability to prioritize work; review computer output, system-related problems and other error conditions; make decisions using established criteria and guidelines. 

Credit Check:  Due to the fiduciary accountabilities within this job, a valid credit check and/or background check will be required as part of the selection process.

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

Staffing exceptions to the above Minimum Job Requirements must be approved by: HR and Director/Manager


Overtime Eligibility:  Eligible (non-exempt)

Working Conditions: Requires the ability and availability to work in a call center environment including extended periods of sitting at a PC, use of headset, and overtime as needed (non-exempt). Flexible scheduling may be needed for adequate phone coverage. 

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: (Revised 7/28/08 AV) Location: Lewis Center, OH - 43035
Full time
Lewis Center, OH 43035, US