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 is open to applicants located in Des Moines, Iowa and
San Antonio, Texas.
Qualified candidates will have strong customer service and
communication skills. Sales experience preferred.
Competitive starting salary, Monday-Friday work schedule,
collaborative work environment and excellent opportunities for
growth and promotion.
Training for this position will start on Monday, August 9,
Training will be Monday Friday, 8:00am - 4:30pm CT
Followed by a regular schedule of Monday - Friday, 10:30am -
7:00pm CT .
Compensation Grade: D2
Job Description Summary
Whether working to sell new or retain existing business, we are
customer-focused, positive, persistent and tenacious. Our products
are designed to protect our customers, and we know that insurance
coverage has the potential to make their worst day better. If you
are technologically savvy, can connect and communicate in a
fast-paced environment and adapt easily to changes, we want to know
more about you!
As a Retention Agent, you'll contact customers to provide a full
range of services designed to retain business and increase
customer's awareness of the Nationwide brand. We'll count on you to
provide an outstanding customer experience of all personal lines
products in all states and segments on phone calls and online
chats. You'll process policy-related additions, changes and other
processing activities as needed. You'll have opportunities to
provides back-up support to sales agents by selling new
property/casualty insurance business by phone or internet contact
with prospective customers in multiple states.
Makes and receives calls from current policyholders to perform
various retention-related activities, including cross-selling
additional Nationwide products. Meets customer service production
expectations and quality standards. Receives sales calls, quotes
and binds new business, and is responsible for the respective
related documents for all states, including those with complex
Contacts policyholders after their claim has been closed to
provide a service review and inquire about their claims
Contacts customers to save policies from cancellation. Acquires
all required trailing documents, underwriting requests or other
documentation necessary to resolve issues.
Contacts current policyholders via telephone to process policy
changes and advise policyholder on retention-related efforts from
underwriting on more complex situations.
Responds to ad hoc retention-related opportunities; internal
phone transfers, emails, chat request and notifications from the
service center, Nationwide Financial, etc.
Interprets contracts and/or policy provisions to provide
explanations and information to customers regarding coverage for
all property and casualty and other product policies. Determines
and enters accurate information into all related systems.
Maintains current, in-depth understanding of customer service
techniques, overall processing and product updates and related
Serves as subject matter authority on such topics as system
changes, user acceptance testing, new product releases and
assistance in the roll out and adoption with peers. Participates in
user meetings with Nationwide Technology, project team and
consultants. Assigned to miscellaneous projects.
Provides process and performance improvement
May performs other responsibilities as assigned.
Reporting Relationships: Reports to Supervisor or Manager.
Typical Skills and Experiences:
Education: High school diploma or equivalent required.
Undergraduate studies in insurance, marketing, communications or
related field preferred, but not required.
License/Certification/Designation: State licensing as required
for property/casualty and life products in 45 states. Continuing
education as required by state(s). Associate must acquire the
required state licenses within the time period designated by the
business unit. If an associate fails to acquire required
licenses/registrations within the designated time period, the
associate will be ineligible to continue in the position.
Experience: Three or more years related work experience in
property/casualty sales preferred. Prefer insurance industry
experience and call center exposure. Minimum one year of sales
experience; Nationwide sales associate experience preferred.
Knowledge, Abilities and Skills: Knowledge of property/casualty
and life insurance products, insurance processing systems and
procedures and practices, state regulations and customer service
practices. Knowledgeable in all states and products including new
sales, policy maintenance and processing.
Possesses strong written and verbal communication skills needed to
explain technical insurance information to policyholders, agents
and others. Strong ability to influence prospective policyholders
to select Nationwide products. Proven ability to operate personal
computer and business software.
Other criteria, including leadership skills, competencies and
experiences may take precedence.
Staffing exceptions to the above must be approved by the hiring
managers leader and HR Business Partner.
Values: Regularly and consistently demonstrates the Nationwide
Overtime Eligibility: Eligible (Non-exempt)
Working Conditions: Normal call center 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.
Credit/Background Check: Due to the fiduciary accountabilities
within this job, a valid credit and/or background check will be
required as part of the selection process.