Insurance Services Analyst II - Personal Lines

Nationwide Mutual Insurance•Des Moines, IA

About The Position

If you’re passionate about helping people protect what matters most to them at a Fortune 100 company with nearly $70 billion in annual sales, 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 and partners are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care. Begin your career with Nationwide on April 13, 2026 — recognized as one of the Fortune Top 25 Best Companies to Work For! Training We invest in your success. Beginning April 13 , you’ll take part in our award‑winning 21‑week training program designed to build a strong foundation for a long-term career. Training will take place in person , Monday through Friday, 8:00 AM – 4:30 PM CST .100% attendance is important due to the amount of material covered. Permanent Schedule After training, schedule options may vary and may include weekend shifts. Options may include 5x8 or 4x10 schedules. Salary Starting salary of $ 47,250 (approximately $23.45/hour , based on a 38.75-hour workweek) Additional 10–15% shift differential available for qualifying schedules Ideal Candidates will have: Strong customer service, empathy, and multi-tasking skillsets Call Center experience preferred Insurance experience is a plus, but not required Benefits Learn more about our competitive benefits package here: https://www.nationwide.com/personal/about-us/careers/job-benefits/ #LI-BC1 Job Description Summary Do you love providing great customer service and using your expertise to help solve complex challenges? If you are a strong communicator, analytical and agile, love problem-solving and helping people, we want to hear from you! As an Insurance Service Analyst II for personal line products, you will provide customer service support to customers and agents, at times serving as an extension of the agency. You will analyze and resolve complex inquires that require expert knowledge. And the outstanding customer service you provide can positively impact the policy retention and sales revenue of the company. For your co-workers, you can be a technical resource and problem-solver to support business units throughout the enterprise.

Requirements

High school or comparable diploma required; some undergraduate studies preferred.
Licensing is required, as is continuing education as required by state(s). Associates will be asked to acquire the required state licenses. If an associate fails or is unable to acquire required licenses/registrations within the time period designated by the business unit, the associate may be terminated. Passing of comprehension and competency testing for technical and customer service skills required.
Two years insurance experience.
High level of competency in sales, products and customer service preferred.
Solid understanding of product offerings.
Able to provide solutions using a structured thought process and/or problem-solving skills to achieve results.
Proficient with multiple technology systems and able to easily navigate systems to provide accurate data and maintain enhanced customer interaction.
Familiarity with reporting and call recording tools.
Understanding of insurance and customer service concepts.
Fully trained on all insurance products supported.
Ability to do diagnosis, issue resolution, compliance focus, active listening, and customer advocacy.
Abilities in time management, schedule dependability, basic math and interacting in a cohort learning environment.
Customer service focus.
Comfortable providing consultation and recognizing opportunities to cross-sell and up-sell on insurance needs.
Able to provide outstanding service, advocate and is customer centric.

Nice To Haves

Strong customer service, empathy, and multi-tasking skillsets
Call Center experience preferred
Insurance experience is a plus, but not required

Responsibilities

Provides enhanced customer service, owning each experience by handling complex inbound and outbound phone calls and emails.
Provides guidance, solves immediate needs and anticipates future needs or questions.
Provides proactive consultation and recommendations to agents and customers on next steps and policy options that may be beneficial.
Becomes cross-trained in sales and underwriting, maintains an advanced understanding of product offerings and serves as a subject matter authority on all product lines for designated business unit.
Provides advanced levels of cross-sell and up-sell consultation to customers.
Transfers sales leads to agents for close of the sale.
Partners closely with agencies in order to support by providing personalized attention and appropriate responses to customers.
Handles agent and customer correspondence and related paperwork.
Completes customer follow up to process all requests efficiently and effectively.
Interprets and applies all changes and enhancements to new and old products.
Cross-sells and up-sells products to support strategy of business unit goals.
Discovers and acts on customer issues by quickly establishing and building trust.
Provides solutions and achieves results while balancing customer needs with company and legal guidelines.
Tackles complex issues and uses appropriate resources for resolution.
Mentors and assists other associates with questions, training, on floor assistance, project input, ad hoc requests, etc.
Provides process and performance improvement recommendations.
May perform other responsibilities as assigned.

Benefits

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