This role does not qualify for employer sponsored work authorization. Nationwide does not participate in the STEM OPT extension program.
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!Job Description
Key Responsibilities:
Achieves retention objectives through the coordination and supervision of retention agent activities. Uses coaching and leadership skills to encourage agents to meet and exceed business unit and personal goals.
Provides input to the planning, development and monitoring of retention plans and objectives at the unit, product and division level. Analyzes results for unit and recommends improvements.
Facilitates training for direct retention agents to ensure that they acquire and maintain currency in products, systems, underwriting, regulations, sales techniques, and service.
Supervises unit work volume, delegates responsibilities, coordinates non-standard schedules and makes recommendations regarding staffing needs. Creates and maintains records and reports.
Manages associates, including hiring, evaluation, performance management, salary planning and administration, training, workflow planning and disciplinary actions, according to Nationwide policies and practices.
Provides input to the department budget and is responsible for performance against individual team budget. Monitors and reports data that may impact overall operating results.
Maintains current understanding of product, sales, and regulatory practices and procedures.
Coordinates resolution of customer complaints. Interacts with and consults with other units/functions to answer/eliminate issues. Handles advanced sales questions and problems.
May perform other responsibilities as assigned.
Reporting Relationships: Reports to Direct Commercial Lines Manager or Director. Responsible for direct supervision of Direct Commercial Lines Retention Agents.
Typical Skills and Experiences:
Education: Undergraduate studies in insurance, marketing, business administration, communication or related field highly desirable; college degree preferred. Prefer participation in professional insurance coursework.
License/Certification/Designation: State licensing as required. Continuing education as required by state(s). Associates must acquire the required state licenses within the time period designated by the business unit. If an associate fails to obtain required licenses/registrations within the designated time period, the associate will be ineligible to continue in the position.
Experience: Five or more years of related work experience in service of insurance. Prefer at least two years of insurance industry experience, and some supervisory and call center environment exposure.
Knowledge, Abilities and Skills: Advanced knowledge of commercial lines products, customer service, underwriting practices and procedures, sales techniques and regulatory requirements. Must have excellent knowledge in products sold and of the distribution channels required. Must be knowledgeable about the practices in training and motivating associates. Ability to lead, coach and develop agents in all aspects of retention, sales and underwriting, including rating, binding, phone sales techniques, state laws and regulations. Requires necessary verbal and written communication skills to interact with agents, policyholders and prospective customers and providing clear direction to associates. Requires the ability to operate a personal computer and related sales, underwriting and 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: Not Eligible (Exempt)
Working Conditions: Requires the ability to work in a call center environment. Must be available to work non-standard hours in a 24/7 environment, including shifts and weekends 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.
NOTE TO EMPLOYMENT AGENCIES:
We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.