PL Retention Agent - SA
Company: Nationwide
Location: San Antonio
Posted on: February 24, 2021
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Job Description:
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! This
position is open to applicants located in San Antonio, Texas.
Qualified candidates will have strong customer service and
communication skills. Sales experience preferred. Why Nationwide?
Competitive starting salary of $42,400, Monday-Friday work
schedule, collaborative work environment and excellent
opportunities for growth and promotion. Training for this position
will start on Monday, May 3rd. Training will be Monday - Friday,
8:00 AM - 4:30 PM.; Followed by a regular schedule of Monday -
Friday, 10:30 AM - 7:00 PM. Compensation Grade: D2 Job Description
Summary JOB SUMMARY: With limited supervision, contact customers to
provide a full range of services designed to retain business and
increase customer's awareness of the Nationwide brand. Provides an
extraordinary customer experience of all personal lines products in
all states and segments via outbound telephone contacts, inbound
phone calls, on-line chats, or internal transfers. Performs
retention-related work for various distribution channels, access
points, and numerous business units on behalf of Nationwide.
Responsible for cross-selling new products to current policyholders
and to quote/bind new products for new customers. Process policy
related additions, changes, and performs other processing
activities as needed. Provides back-up support to sales agents by
selling new multi-line of property/casualty insurance business via
direct (inbound and/or outbound) telephone or internet contact with
prospective customers in multiple states and all associated duties
with selling business. Job Description REPORTING RELATIONSHIPS:
Reports to Supervisor or Manager. CORE JOB DUTIES &
RESPONSIBILITIES: 1. Makes outbound calls and receives inbound
return calls in all states from current policyholders to perform
various retention related activities to include cross-selling
additional Nationwide products. Meets customer service production
expectations and quality standards. Receives in-bound sales calls,
quotes and binds new business, and is responsible for the
respective trailing documents for all states, including states with
complex underwriting guidelines. 2. Contacts policyholders after
their claim has been closed to provide an On Your Side review and
inquire about their claims experience. 3. Answers questions and
explains next steps regarding member policies being transitioned
from exclusive agent to Direct channel. Contacts customers with
pending cancellations to save policies from cancelling. Obtains all
required trailing documents, underwriting requests, or other
documentation necessary to resolve issues. Assist peers with
questions and provide advice regarding underwriting requests. 4.
Contacts current policyholders via telephone to process policy
changes and advise policyholder on retention-related efforts from
underwriting on more complex situations. 5. Responds to adhoc
retention-related opportunities; internal phone transfers, emails,
Click-2-Chat, notifications from the service center, NF, etc. Work
specialty skills such as CARE, open book, THI, Life and Allied. 6.
Interpret contracts and/or policy provisions for the most complex
states in order 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. 7. Maintains current and in-depth
understanding of customer service techniques, overall processing
and product updates, and related system enhancements. Assist Sales
Agents with questions and provides unique techniques to improve
sales effectiveness. Serves as a resource for peers outside of
Underwriting core business hours. 8. Serves as subject matter
expert which may include system changes, user acceptance testing,
new product releases and assistance in the roll out and adoption
with peers. Participates in user meetings with IT, project team and
consultants. Assigned to miscellaneous projects. 9. Identifies
cross selling opportunities and recommends additional products.
Quotes/binds new products for members as necessary and works with
member to obtain the required documentation. 10. Provides process
and performance improvement recommendations. 11. Performs other
duties as assigned. MINIMUM JOB REQUIREMENTS: Education: High
school diploma or equivalent required; Undergraduate studies in
insurance, marketing, communications, or related field highly
desirable. College degree is preferred but not required.
License/Certification/Designation: State licensing as required for
property/casualty and life products in 45 Nationwide states and 32
Allied states. Continuing education as required by state(s).
Associate must obtain the required state licenses within the time
period designated by the business unit. 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: Three or more
years related work experience in sales of property/casualty
insurance. Prefer insurance industry experience and call center
environment exposure. Minimum 12 months' sales experience with a
preference of the experience as a Nationwide Sales associate.
Knowledge: Knowledge of property/casualty and life insurance
products, insurance processing systems and procedures, best
practices, state regulations and customer service practices.
Knowledgeable in all states and products including new sales,
policy maintenance and processing. Skills/Competencies: Possesses
strong verbal and interpersonal skills to communicate technical
insurance information to policyholders, agents, and others. Strong
ability to influence prospective policyholders to select Nationwide
products. Demonstrated ability to operate personal computer
hardware/software in a WINDOWS environment. 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 manager's leader and
HRBP. JOB CONDITIONS: 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 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
Job Evaluation Activity: 11/17/16 CSB Smoke-Free Iowa Statement:
Nationwide Mutual Insurance Company, its affiliates and
subsidiaries comply with the Iowa Smokefree Air Act. Smoking is
prohibited in all enclosed areas on or around company premises as
well as company issued vehicles. The company offers designated
smoking areas in which smoking is permitted at each individual
location. The Act prohibits retaliation for reporting complaints or
violations. For more information on the Iowa Smokefree Air Act,
individuals may contact the Smokefree Air Act Helpline at .
Category: Human Resources , Keywords: HR Business Partner
Keywords: Nationwide, San Antonio , PL Retention Agent - SA, Sales , San Antonio, Texas
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