Nationwide Member Care Representative III - Private Client in Scottsdale, Arizona

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.

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. May act as a subject matter expert or mentor within peer group. Creates an exceptional customer experience while contributing to individual and team goals. Provides process and performance improvement recommendations.

Job Description

REPORTING RELATIONSHIPS:Reports to PL Service Supervisor.


  1. Answers moderately complex to most 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 an experienced level. Provides solutions and uses a structured thought process to achieve results while balancing customers’ needs with company guidelines. Will be required to take overflow of complex calls. Acts as the official "back-up" to the complex segment when volumes and coverage dictate.

  7. Provides process and performance improvement recommendations; assists peers regarding service and policy issues.

  8. Is fully cross trained on all available product lines for the business unit. May act as a subject matter expert to assist other associates. Subject matter expert activities may include, but are not limited to; peer assistance in training classrooms, on floor assistance for new hires, project input/feedback, adhoc requests from leadership, etc.

  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 II. In addition, typically eight months of moderate training and experience; successful demonstration of moderate experience and performance.

Knowledge: Knowledge of general business practices and terminology. Maintains a current understanding of insurance and customer service concepts. Mastery of foundation call skills including Nationwide billing and billing systems, Nationwide policies and systems, data management, end-to-end process understanding, product knowledge, and technical knowledge. Comprehensive understanding regarding moderate call functions. 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 account abilities, 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

Additional Job Description

The information between the asterisks contains specific information about this position while the information after the asterisks contains general information about jobs in this job family at Nationwide.

Nationwide Private Client Insurance is a bold insurance company dedicated to the development of our associates, unlocking profitable growth opportunities for our agents and brokers while working relentlessly to meet the distinctive coverage and service needs of our clients. We measure our success by the relationships we build and the trust we earn.

Responsibilities include:

  • Supports agents with quoting, issuing, and endorsing new and active policies.

  • Submits First notice of loss entries.

  • Helps agents generate forms and processing correspondence items.

  • Monitors email inbox and provide support via email as well as by phone.

  • Assists new agents in basic system training.

  • Works closely with field sales marketing to make sure agencies are set up and have the correct permissions.

  • Maintains attachments and documents for the policy files.

  • Assists Underwriting with forms, errors when quoting, system issues in CBI, etc.

  • Assists both agents and insured’s with general system and contract questions.

Schedule available:

  • M-F – 9:30am-6pm (this schedule will change to 10:30am - 7pm when the rest of U.S. shifts back to Standard Time).

  • May be adjusted based on business need.

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Job ID: 50457