Insurance Service Rep II - Personal Lines

  • Nationwide
  • San Antonio, TX, USA
  • Oct 30, 2019
Full time All Majors Welcomed

Job Description

  • *****Insurance Services Representative, Personal Lines*****

    About Us
    Nationwide is a leader in the insurance and financial services industry in America. We are a Fortune 69 company with a mission to keep our members, their loved ones, and their belongings protected.
    We commit to every employee and community we serve by emphasizing employee development and charitable partnerships. That’s how we win Gallup’s Great Workplace Award year after year and why we’re ranked #54 among Fortune’s 100 Best Companies to Work For.

    Your Team
    We are growing our Personal Lines Service team in San Antonio. Personal lines provides service to our members, agents and business partners, delivering an easy, consultative experience at every touchpoint!
    We have fun here working together as a team while also valuing individual contributions. Intuition and initiative are the keys to ensuring customer satisfaction – effective resolutions are found during the first call, for every member.
    The main goal of the team is to deliver quality service and solutions that exceed our members' expectations.
    Reporting Relationships: You report to the Personal Lines Service Leader; you have no direct reports.

    About You
    So, you think you’ve got what it takes to make the cut? Personal Lines Insurance Service Reps are:
    • Go-getters committed to making sure the member has a resource to lean on when they need it most
    • Cool, calm, and collected (able to de-escalate a tough call effectively)
    • Out-of-the-box solution finders; resourceful
    • Resilient; up for the challenges of change
    • Dedicated to creating effortless member experiences
    • Comfortable talking with members about technical/billing information
    • Excited about working in a dynamic, fast-paced environment
    • Able to multi-task and navigate a PC with multiple screens
    • Enthusiastic about helping others, including team members
    • Interested in a career, not just a job!
    You should also have:
    • A high school diploma – and preferably some college coursework
    • One year of experience in customer service
    • General knowledge of insurance policies and business practices with excellent call skills
    • Willingness to become an expert on Nationwide’s policies, systems, & products
    • The ability to obtain state licensing as required

    Job Summary
    A typical day in the life of a Insurance Service Rep:
    1. Answering complex calls regarding insurance products
    2. Using available resources to make policy changes, billing/policy questions, and payments as hassle-free as possible
    3. Diagnosing member issues completely and efficiently while satisfying company guidelines
    4. Processing necessary forms for requested changes
    5. Participating in training for new technical/customer service concepts or cross-training in products lines and platforms
    6. Jumping in to complete other tasks as needed

    Compensation & Benefits
    You receive a starting salary of $34,255/$17 hr with opportunities to increase pay based on performance. Other benefits include:
    • Enjoying time with your family/pets/yourself with up to 18 days of paid time off and 9–10 paid holidays per year
    • 10-15% shift differential on qualifying shifts
    • A 401k match and company-funded pension plan
    • Medical, dental, and vision insurance (part of our Wellness Program)
    • Up to $5250 in tuition reimbursement per year after your first year
    • Flexible scheduling opportunities
    • Excellent opportunities for growth and promotion
    • Network of diverse employee resource groups
    • Special discounts through Abenity along with a variety of other corporate discounts
    • On-site Cafeteria/Starbucks Café, On-site Nurse, On-site Gym (Zumba/Yoga classes!), Game Room, Sports Courts, and Walking/Jogging Trails

    Training & Work Schedule
    Your career at Nationwide begins on 10/07/19 with an award-winning 10 week training program that is designed to set you up for success and confidence in your new role. Your training schedule will be Monday–Friday, 8 AM – 4:30 PM followed by a regular work schedule of:
    8X5 Option: 12 PM - 8:30 PM M - F, with Sat & Sun off
    10X4 Option: 9:30 AM - 8 PM Mon, Wed, Fri and 9:30 AM – 7:45 PM Thurs, with Tue, Sat & Sun off
    10X4 Option: 9:30 AM – 8 PM Mon, Wed, Fri and 9:30 AM – 7:45 PM Tues, with Thur, Sat & Sun off

    Job Conditions
    A fun contact center environment where extended hours of sitting and typing at your PC, complete with dual monitors and headset, are the norm. Member needs may warrant the need for schedule flexibility and potential overtime. On the odd occasion, you may have to lift something more than 20 pounds.

    Equal Opportunity Statement
    Nationwide embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.



    Responsible for providing 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.  Provides first time final resolution and proactive solutions.


    Core Duties and Responsibilities:

    • Owns the customer experience by answering foundational/moderate inbound phone calls, emails, or other contacts from customers, agents, third parties, and business partners who are inquiring about insurance products and policies.  Work and make decisions with leader/subject matter expert oversight.
    • Apply personal lines insurance knowledge assist customers with foundational/moderate billing, credit and premium changes.
    • Provides a complete and accurate solution to the customers’ questions so they don’t have to call back.
    • Through issue diagnosis, minimizes transfers, escalations, 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 that are consistence with company policies.
    • Utilizes customer’s information to promptly resolve issues and identify the right solutions in the first time final interaction.
    • Efficiently and effectively complete customer interaction follow-up work to process all requested updates.
    • Effectively navigate multiple computer systems while maintaining an engaging customer interaction.
    • Participate and pass required comprehension and competency testing in technical and customer service skills training to stay aware of current and best practices.
    • All other duties as assigned.


    Typical Skills and Experiences:


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


    Experience: One year work-related customer service experience; high preference for experience in the insurance or financial industry. 


    Knowledge: 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.


    Skills/Competencies:  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 mindset.  Customer specialist own the experience, advocacy and are customer centric.


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


    Staffing Exceptions to the above Minimum Job Requirements must be approved by the Manager and Human Resources.


    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 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.