Insurance Service Analyst II - Commercial Lines

About the role

At Nationwide®, “on your side” goes beyond just words. Our customers and partners are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care. This role is an entry point into the more complex servicing work we are advancing today, expanding your capabilities beyond traditional billing and servicing needs while building the skills needed for the future of our evolving servicing model.

Responsibilities

• 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.
• Fully cross trained on all products; able to effectively handle small and middle market accounts, special requirements, and farm and processing functions.
• Provides guidance to customers to solve their immediate needs as well as anticipating future needs or questions.
• Provides consultation, proactive consulting and advice to agents and customers on next steps as well as policy options that may be beneficial.
• Completes a care review for customers as requested.
• Retains customers by using experience and knowledge.
• Diagnostics 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.
• 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.
• May be a subject matter expert. Assists other associates with questions.
• Completes customer interaction follow-up work to process all requested updates efficiently and effectively.
• Navigates multiple computer systems while providing a pleasing customer interaction.
• Cross-sells and up-sells products to customers, providing solutions that protect what’s most important.
• Provides process and performance improvement recommendations.

Requirements

Two-years of insurance experience.

Comprehensive understanding of insurance and customer service concepts.

Mastery of key behaviors and competencies.

Full cross-training on all insurance products.

Experience with issue diagnosis, issue resolution, compliance focus, active listening, and customer advocacy.

Abilities with time management, schedule dependability, basic math skills and ability to interact in a cohort learning environment.

Customer service attitude.

Comfortable 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.

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring manager’s leader and HR Business Partner.

Qualifications

High school or equivalent diploma; some undergraduate studies preferred.

Licenses/Certifications/Designations: Licensing may be required, as is continuing education as required by state(s).

Associates will be asked to acquire any required state licenses.

If an associate fails or is unable to acquire required licenses / registrations within the time period designated by the business unit, the associate may be terminated.

Skills

• 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.

Benefits

• Medical/dental/vision
• Life insurance
• Short and long term disability coverage
• Paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more.

Pay

$46,345.00-$80,700.00

Schedule

Flexible work options may be available after successful performance is obtained.