Nationwide Insurance Services Rep II - PL (Customer Service Representative) in Des Moines, Iowa

If you’re passionate about becoming a Nationwide associate and believe you have the potential to be something great, let’s talk.

Number 54 on the Fortune Magazine 100 Best Places to Work.

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.

Job Description

REPORTING RELATIONSHIPS: Reports to Personal Lines Customer Service Supervisor


  • 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.


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

License/Certificates: State licensing may be required. Continuing education as required by state(s). Associates may be asked to 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, employment may be terminated.

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.


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.

Credit Check: Due to the fiduciary accountabilities, for some positions a valid credit check and/or background check may be required as part of the selection process.

Additional Job Description

This position would begin effective10/8/18.

During the first 10 weeks you would take part in our extensive training program with the hours of8:00 AM - 4:30 PM Monday through Friday. After training ends two schedule options would be available. Thesewould be either a 4 x10 schedule working Monday, Tuesday,and Thursday11:00 AM -9:30 PM, with your Sunday hours being 8:00 AM - 6:15 PM. Your daysoffwould beWednesday, Friday, and Saturday. The additional option would be a more traditional 5 x 8 schedule working Monday, Tuesday, Wednesday, Friday 12:00 PM - 8:30 PM, with yourSaturday hours being 10:00 AM - 6:30 PM.Your days off would beThursday and Sunday.

The 4 x 10 schedule would be eligible for a 15% shift differential due to the later hours.






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 888-944-2247.

Job ID: 51798