[Hiring] Retention Agent @Nationwide

Role Description

If you’re passionate about helping people protect what matters most to them at a Fortune 100 company with nearly $70 billion in annual sales, 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! 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 is a fully remote role.

Key Responsibilities

• 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 underwriting guidelines.
• Contacts policyholders after their claim has been closed to provide a service review and inquire about their claims experience.
• 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 requests 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.
• Maintains current, in-depth understanding of customer service techniques, overall processing and product updates and related system improvements.
• 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.
• Provides process and performance improvement recommendations.
• May perform other responsibilities as assigned.

Qualifications

• High school diploma or equivalent required.
• Undergraduate studies in insurance, marketing, communications or related field preferred, but not required.
• State licensing as required for property/casualty and life products in 45 states.
• Three or more years related work experience in property/casualty sales preferred.
• Minimum one year of sales experience; Nationwide sales associate experience preferred.

Requirements

• Knowledge of property/casualty and life insurance products, insurance processing systems and procedures and practices, state regulations and customer service practices.
• Strong written and verbal communication skills needed to explain technical insurance information to policyholders, agents and others.
• Proven ability to operate personal computer and business software.

Benefits

• Paid time off.
• 401(k) with company match of 50% on the first 8% you contribute.
• Company-paid retirement (pension) plan.
• Comprehensive medical, dental and vision benefits.
• Educational assistance.
• Exclusive insurance discounts.