Nationwide Customer Service Associate, Commercial Lines in Gainesville, Florida

Job ID: 51331




Customer Service Associate, Commercial Lines

About Us

Nationwide is a leader in the insurance and financial services industry in America. We are a Fortune 68 company with a mission to keep our members, their loved ones, and their belongings protected.

We commit to every employee and community we serve by emphasizing employee development and charitable partnerships. That’s how we win Gallup’s Great Workplace Award year after year and why we’re ranked #53 among Fortune’s 100 Best Companies to Work For.

Your Team

We are growing our Commercial Lines Customer Service team in Gainesville, FL that provides insurance coverage for business and farm property owners and their vehicles.

We have fun here working together as a team while also valuing individual contributions. Competence and initiative are the keys to ensuring customer satisfaction – effective resolutions are provided during the first call, for every member.

The main goal of this team is to deliver quality service and solutions that exceed our members' expectations.

Reporting Relationships: You report to the Commercial Lines Customer Service Leader; you have no direct reports.

About You

So, you think you’ve got what it takes to make the cut? Commercial Lines Customer Service Associates are:

  • Chameleons (easily switch gears between member and agent)

  • Out-of-the-box solution finders; resourceful

  • Go-getters committed to making sure the member has a resource to lean on when they need it most

  • Resilient; up for the challenges of change

  • Dedicated to creating effortless customer experiences

  • Comfortable talking with commercial business owners about complex policies

  • Willing to learn and internalize business policy intricacies

  • Excited about working in a dynamic, fast-paced environment

  • Enthusiastic about helping others, including team members

  • Interested in a career, not just a job!

You should also have:

  • A high school diploma – and preferably some college coursework

  • One year of experience in customer service (preferably in a commercial insurance agency or call center)

  • Excellent verbal and written communication skills with multiple parties

  • Willingness to become an expert on Nationwide’s systems, commercial policies & products

  • The ability to obtain state licensing as required

Job Summary

A typical day in the life of a Customer Service Associate:

  • Answering complex calls and explaining commercial and farm insurance products to multiple parties, scheduling follow-ups as needed

  • Using available resources to make policy changes, reinstatements, provide quotes and bind coverage as efficiently as possible

  • Processing necessary documents such as certificates/evidence of insurance and related correspondence

  • Organizing and prioritizing tasks to ensure company standards are upheld

  • Maintaining knowledge of state-specific processing procedures, systems, pricing guidelines, credit & collection procedures, eligibility, and team concepts

  • Jumping in to complete other tasks as needed

Compensation & Benefits

You receive a starting salary of $16 per hour/$32,240 annuallywith opportunities for increased pay based on performance. Other benefits include:

  • Enjoying time with your family/pets/yourself with up to 18 days of paid time off and 9–10 paid holidays per year

  • A 401k match and company-funded pension plan

  • Medical, dental, and vision insurance (part of our Wellness Program)

  • Up to $5250 in tuition reimbursement per year after your first year

  • Flexible scheduling opportunities

  • Excellent opportunities for growth and promotion

  • Network of diverse employee resource groups

  • Special discounts through Abenity along with a variety of other corporate discounts

  • On-site cafeteria, nurse, Wellness Center with weekly Zumba/Yoga classes!

Training & Work Schedule

Your career at Nationwide begins on Monday, May 7, 2018 with an award-winning 16-week training program that is designed to set you up for success and confidence in your new role. Your training schedule will be Monday – Friday, 8:30 am – 5:00 pm followed by a regular work schedule of Monday- Friday, 12:30 pm- 9:00 pm.

Job Conditions

A fun contact center environment where extended hours of sitting and typing at your PC, complete with dual monitors and headset, are the norm. Member needs may warrant the need for schedule flexibility and overtime. On the odd occasion, you may have to lift something more than 20 pounds.

Equal Opportunity Statement

Nationwide embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

JOB SUMMARY: Learns to service commercial insurance business via direct (inbound) telephone and internet contact with current customers in multiple states. Learns to provide counseling regarding insurance needs and product availability. Will become specialized in all commercial and/or Agribusiness lines.RELATIONSHIP: Reports to Supervisor/Manager.JOB RESPONSIBILITIES:1. Learns to provide first level customer service for commercial customers including agents and contract holders/policyholders. Learns to respond to all questions and provides service in accordance with established procedures and best practices. Learns to perform outbound calls and follow-up work as required to process customer requests.2. Learns to answer questions and provide explanations regarding service requests and coverage for commercial policies, limits and deductibles considering customer needs as well as company guidelines. Learns to process changes, reinstatements and cancellations for all types of commercial policies; provides quotation and binds coverage within prescribed limits.3. Learns to handle agent and policyholder correspondence and related paperwork. Learns how to issue certificate of insurance, evidence of insurance and other documents as to ensure proof of insurability. Learns to follow up for necessary documents and payments in order to process customer requests.4. Learns to maintain a consistent quality and quantity of work at prescribed standards. Learns to identify and prioritize own work according to prescribed standards.5. Learns to maintain working knowledge of state-specific processing procedures, all processing systems, credit and collections procedures, pricing guidelines and eligibility and team concepts.6. Performs other duties as assignedJOB REQUIREMENTS:Education: High school studies; undergraduate studies preferred.Licenses: Some positions may require state licensing. Associates must obtain the required Federal and/or state licenses/registrations within the time period designated by the business unit. Additional licenses/registrations may be required when new products and services are implemented. 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: One year related work experience. Prefer exposure to commercial insurance agency and/or call center environment. Customer service experience preferred.Knowledge: Knowledge of all applicable product lines and knowledge of customer service role.Skills/Competencies: Command of verbal and written communication skills to interact with agents, policyholders, managers, third parties and other departments via the telephone or email system on a constant basis. Ability to operate personal computer and related processing systems, calculator and other business equipment. Ability to understand and communicate technical insurance information to internal/external customers. Strong interpersonal and multi-tasking skills.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.Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.Staffing exceptions to the above Minimum Job Requirements must be approved by: HR and DirectorJOB CONDITIONS:Overtime Eligibility: Eligible (non-exempt)Working Conditions: Requires the ability and availability to work in a call center environment including extended periods of sitting at a PC, use of headset, and overtime as needed (non-exempt). Flexible scheduling may be needed for adequate phone coverage.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.Job Evaluation Activity: (Revised 7/28/08 AV)Job Family/Function: CUS/PCC