Nationwide Part-time Customer Service Representative - College2Career in Des Moines, Iowa

Job ID: 51054


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 or click here.

Nationwide is now hiring the College 2 Career Class of 2018!

Nationwide’s College2Career (C2C) Program provides an opportunity for college students to gain professional experience at a Fortune 500 company while working toward their degrees.

If selected for the program, you will be trained during the summer on a full-time basis. Upon successful completion of training, you will be offered a flexible part-time schedule working mostly evenings and weekends around your school schedule. The position is in a call center environment, taking incoming calls from current Nationwide members.

Here’s how it works:


  • Training begins Monday, May 21st and ends August 3, 2018.

  • Training schedule: Full-time, Monday through Friday from 8:00 am to 5:00 pm

Note: It is important that you don’t miss a single day of training if at all possible. You’ll learn in a classroom environment and material is covered at a fast pace.

Work Schedule:

  • After successfully completing the training, you will transition to a part-time work schedule, working 20-25 hours per week.

  • The work schedule includes mostly evenings (hours ranging between 4pm and 11:30pm) and may include 8 hours per weekend, to be worked on Saturday and/or Sunday.Your schedule and days off will work around your college classes as much as possible. Team leaders will work with adjust your work schedule as needed each semester.


  • The position pays between $15.50 and $16.00 per hour.


  • Position is located at 1200 Locust Street, Des Moines, IA 50391.

Job Summary:

  • Nationwide is looking for a total of 16 students in the Des Moines office!

  • The College2Career Personal Lines Services (PLS) team handles inbound phone calls from Nationwide policyholders, agents, third parties, and business partners who are inquiring about insurance products, primarily on a single billing account. If selected for this team, you will effectively use available resources to make policy changes, answer policy and billing questions, take payments, and provide requested documentation. You will create a simple, hassle-free interaction for the caller.

More reasons the job is awesome:

  • Train and work alongside other college students

  • Business Casual dress code including work-appropriate jeans

  • Access to on-site Starbucks, full-service cafeteria, fitness center, and athletic courts

  • Grow your network with professionals in the insurance industry

  • Nationwide was just named one of the Top 100 Places to Work, four years in a row

Required Qualifications:

  • Must be enrolled in undergraduate studies working toward a 2- or 4-year degree

  • Enthusiastic, solution-oriented, and ability to thrive in a fast-paced, customer service or sales environment

  • Able to effectively prioritize work, school, and personal commitments

  • Conscientious and able to meet attendance standards to be available to our members

  • Requires effective multi-tasking, persistence, analytical, and computer navigational skills.

  • Strong verbal and interpersonal skills

Preferred (but not required) Qualifications:

  • Pursuing a degree in Business or related field

  • Familiarity with insurance customer service or sales concepts

  • Experience in a call center environment

JOB SUMMARY: Responsible for handling inbound calls of moderate complexity regarding insurance policies from policyholders, agents, third parties, and business partners. Completes and processes all necessary forms. Creates an exceptional customer experience while contributing to individual and team goals. Provides process and performance improvement recommendations.

REPORTING RELATIONSHIPS: Reports to PL Service Supervisor


  1. Answers moderately complex inbound phone calls from policyholders, agents, third parties, and business partners who are inquiring about insurance products.

  2. Reduces customer call backs by creating a simple, hassle-free interaction for the caller.

  3. Responsible for using all available resources to make policy changes, answer policy, and billing questions, take payments, and provide requested documentation.

  4. Completes and processes all necessary forms. Follows up for necessary documents in order to process requested changes.

  5. Participates in technical and customer service skills training to stay aware of current and best practices.

  6. Diagnoses customer issues at a developing level. Provides solutions and uses a structured thought process to achieve results while balancing customers’ needs with company guidelines. Majority of calls will be moderate, but may take overflow of complex calls if necessary.

  7. Provides process and performance improvement recommendations.

  8. Is fully cross trained on all available product lines for the business unit.

  9. Some positions may require bilingual skills.

  10. Some positions may require knowledge and use of two platforms.

  11. Performs other duties as assigned.


Education: High school studies; some undergraduate studies preferred.

License/Certificates: For some positions state licensing could 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.

Experience: Meets minimum experience level for Member Care Representative I. In addition, typically three months of foundational training and experience; successful demonstration of holistic foundational experience including performance and company strategy elements. Demonstrated experience in moderate call handling.

Knowledge: Knowledge of general business practices and terminology. Familiarity with insurance and customer service concepts. Mastery of foundational call skills including Nationwide billing and billing systems, Nationwide policies and systems, data management, end-to-end process understanding, product knowledge, and technical knowledge. Is fully cross-trained on all insurance products for the business unit.

Skills/Competencies: Strong verbal and interpersonal skills to communicate technical insurance and billing information to policyholders, agents, third parties, and peers. Analytical skills to analyze billing information. Requires strong multi-tasking and computer navigational skills.

Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.

Staffing Exceptions to the above Minimum Job Requirements must be approved by the: Director and Human Resources.


Overtime Eligibility: Nonexempt (Eligible)

Working Conditions: Call center environment; possible 24/7/365 hours of operations. Extended periods of sitting/using personal computer and phone. Non-standard hours based on phone volume.

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.

Job Evaluation Activity: 10/2012 CAH

Job Function/Family: CUS/PCC