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!

Your career at Nationwide begins on August 21st, 2023 with an award-winning 4-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, ranging between the hours of 8:00am- 5:30pm CT (9:00am-6:30pm ET). Full-time schedules are 38.75 hours per week, and include working one weekend day each week.

After training core hours and operation are 7 days a week/365 day a year. Schedule options for this position will consist of 1st, 2nd, and 3rd shift hours ending as late as midnight ET.

All Schedules will include working a Saturday or Sunday each week. Candidates MUST be able to work these hours.

Your total rewards package includes a salary of $42,315 ($21/hr) with opportunities to increase pay based on performance, a 10–15% shift differential on qualifying roles and a competitive benefits package.

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• *Bilingual candidates a plus (differential possible).
• WFH (Remote) technology requirements
• 30 mbps download/3 mbps upload
• Acceptable internet service provider technologies- broadband cable, fiber
• Wired connection between work equipment and home internet equipment
• Two open Ethernet ports for call center associates using Cloud Phone
• At this time, we are unable to consider applicants from HI, AK, CA, NV, IL, DC, NJ, NY

Nationwide pay is based on a geographic-specific salary structure. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range. The role may also be eligible for either short-term or long-term incentive plans based on business and/or position-specific results. Newly hired full-time associates receive a minimum of 18 days paid time off each full calendar year, pro-rated quarterly based on hire date. Newly hired full-time associates at higher job levels may receive additional paid time off. You will also receive 8 hours of Lifetime paid time off and 8 hours of Unity Day paid time off. The range for this role is listed below.

Internal Compensation Band: C2

In Washington, the salary range for Insurance Service Representative II, is $42,315 to $59,300

Job Description Summary Do you thrive in a work environment where you can deliver exceptional customer service? If you can diagnose and solve complex insurance situations and find solutions to address out of the ordinary challenges, then we want to hear from you!

The Insurance Services Representative II can be the first contact with customers, and making a great impression is important to creating and maintaining good relationships. The professional in this role addresses complex personal lines claims and works with policyholders, claimants, agents and others by phone, email, text and chat.

Creating a great experience for customers, while contributing to individual and team performance expectations are keys to success. You will frequently be called on as a technical resource to team members and provides guidance on related issues. They also assist with all claims service call overflow (auto, property, commercial) and property catastrophe (CAT) support. Providing advanced problem solving and specialized support throughout the enterprise is also important.

Key Responsibilities:

• Owns the customer experience by managing complex and non-routine calls and electronic requests on a regular basis related to personal lines claims. Utilizes extensive knowledge of the company, products, and services to handle a broad range of calls and processes. Utilizes claims call center best practices in all activities.
• Conducts research and policy analysis to provide explanation and information to claimants, policyholders and/or agents regarding service issues such as appropriate coverage, limits, deductibles. Diagnoses customer issues at an experienced level, by effectively establishing and building trust, providing solutions and employing a structured thought process and/or problem-solving skills to achieve results while balancing customers’ and company’s needs and ensuring compliance with legal guidelines.
• Frequently handles calls from outside the claims area, serving as internal subject matter expert providing support and expertise to across the enterprise.
• Completes Notice of Loss and consults on inquiry calls. Responds effectively and appropriately to sensitive events and/or situations as needed.
• Makes claims referral decisions and verifies coverages.
• Makes direct assignments to inside or field claims adjustment personnel. Refers claimants and assignments to a variety of vendor partnerships and schedules drive-in appointments as appropriate. In the absence of the supervisor, assigns claims of peers within established guidelines and procedures.
• Handles the duties of coverage verification with other appropriate functions for all state operations when circumstances do not allow a claim to be established on the system. This would include the verification of Assigned Risk and Voluntary policy information.
• Maintains records and report information and establishes a follow-up system for efficient completion of claim reports. Proactively contacts policyholders/claimants for additional information to expedite proper handling of claims.
• Handles customer service complaint situations and/or escalates for resolution as appropriate.
• May perform other responsibilities as assigned.
• Reporting Relationships: Reports to supervisor. Individual contributor role.

Typical Skills and Experiences:

• Education: High school or comparable diploma; some undergraduate studies preferred.
• Experience: One year of insurance knowledge and background.

Knowledge, Abilities and Skills:

Knowledge of all Claims Intake System(s), Claims Processing System(s), and the claims reporting process, as well as, thorough knowledge of insurance coverage’s, policies and claims handling procedures, industry operations and customer service methodology. Outstanding verbal and written communication skills needed to effectively interact with the internal and external customers and partners. Ability to make decisions such as the application of coverage’s, assignments, and work priorities. Ability to efficiently operate personal computer and all related claims/business software.

• Other criteria, including leadership skills, competencies and experiences may take precedence.
• Staffing exceptions to the above must be approved by the Director and HR Business Partner.
• Values: Regularly and consistently demonstrates the Nationwide Values.

Job Conditions:

Overtime Eligibility: Eligible (Non-Exempt)

Working Conditions: Claims call center 7/24/365 environment. Prolonged periods of sitting and extensive use of keyboard while taking telephone calls; must use a telephone headset. Non-standard hour’s possible-flexibility of schedule is desired. Overtime as required (non-exempt). Must be able to work catastrophes (CAT) as needed.

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.

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, .

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.

Insurance Services Rep II- Claims Services – Work from Home (WFH) in San Antonio, TX in Nationwide Mutual Insurance Company ID-2614