Commercial Lines Retention Agent - Direct Distribution

If you’re passionate about helping people protect what matters most to them, 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 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, with the hours of 9am-5:30pm EDT, Monday-Friday. There are two openings for this position.

Ideal Candidate Summary:

• Customer Service Expertise: The ideal candidate should have strong customer service skills, focusing on providing exceptional service and support to clients. Experience in commercial lines and comfort with sales, even without direct incentives, is beneficial.

• Commercial Experience: Prior experience in commercial insurance sales is highly desirable. The candidate should be comfortable discussing options with clients.

• Licensed Professional: A general lines license is required for this role. Candidates who are already licensed will be preferred, but there is an opportunity for unlicensed candidates to obtain their license within a specified timeframe.

• Adaptability and Team Collaboration: The candidate should be adaptable and able to work within a team environment. Training will be conducted within the team, and the ability to collaborate effectively is essential.

Compensation Band: D2

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Job Description Summary

Whether working to service or retain existing business or sell new products, we are customer-focused, positive, persistent and tenacious. Our products are designed to protect our customers, and we know that insurance coverage has the potential to make their worst day better. If you are technologically savvy, can connect and communicate in a fast-paced environment and adapt easily to changes, we want to know more about you!

As a Retention Agent, you'll work to provide a full range of services designed to retain business and increase customers' awareness of the Nationwide brand. We'll count on you to provide an outstanding customer experience while promoting small commercial lines products in all states and segments on outbound and inbound phone calls and online chats. You'll be responsible for cross-selling new products to current policyholders and to quote/bind new products for new customers. Processing policy-related additions, changes and performing other processing activities also will be key to success. In addition, selling new small commercial products to prospective customers in multiple states will be important.

Job Description

Key Responsibilities:

• Makes and receives calls to/from current policyholders to perform various retention-related activities, including cross-selling additional Nationwide products. Meets customer service production expectations and quality standards.

• Receives in-bound sales calls, quotes and binds new business, and is responsible for the respective trailing documents for all states and exclusively for states with complex underwriting guidelines. 

• Contacts current policyholders by phone to process policy changes and advise policyholder on retention-related efforts. Helps peers with questions on underwriting guidelines.

• Contacts policyholders after their claim has been closed to provide a review and inquire about their claims experience.

• Contacts customers with pending cancellations to save policies from canceling. Acquires all required trailing documents, underwriting requests or other documentation necessary to resolve issues.

• Performs retention-related functions or services for all distribution channels and business divisions.

• Responds to ad hoc retention-related opportunities.

• Identifies potential discounts and works with customer to acquire the requirements to qualify for the discounts.

• Interprets contracts and/or policy provisions for the most complex states to provide explanations and information to customers about coverage for all commercial and other product policies. Determines and enters accurate information into all related systems.

• Maintains current, in-depth understanding of customer service techniques, overall processing and product updates and related system improvements. Serves as an expert resource for peers.

• Serves as subject matter authority, which may include system changes, user acceptance testing, new product releases and assistance in the roll out and adoption with peers. Participates in user meetings with Nationwide Technology, project team and consultants. 

• May refer opportunities for other insurance or investment products to another business unit.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Supervisor, Direct Retention.

Typical Skills and Experiences: 

Education: High school diploma or equivalent; undergraduate studies preferred. Prefer participation in professional insurance coursework.

License/Certification/Designation: State licensing, as required. Continuing education as required by state(s). Associate must acquire 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 designated time period, the associate will be ineligible to continue in the position. 

Experience: Three or more years of related work experience. Prefer exposure to telemarketing in commercial or multiple property/casualty insurance product call center environment. 

Knowledge, Abilities and Skills: Advanced knowledge of commercial insurance products, insurance processing systems and procedures, practices, state regulations and customer service practices. Knowledgeable in all states and products including new sales, policy maintenance and processing.
Skills/Competencies: Possesses strong verbal and interpersonal skills to communicate technical insurance information to policyholders, agents and others. Strong ability to influence prospective policyholders to select Nationwide products. Demonstrated ability to operate personal computer and related business software.

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring manager’s leader and HR Business Partner.

Values: Regularly and consistently demonstrates the Nationwide Values.

Job 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 personal computer, use of a headset, non-standard work hours/shifts in a 24/7 environment including shifts, weekends and overtime as assigned.

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/Background Check: Due to the fiduciary accountabilities within this job, a valid credit and/or background check will be required as part of the selection process.

Benefits

We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here.

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

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.