Retention Agent, Direct Distribution - Personal Lines (WFH)

Nationwide•Tupelo Creek, SC

9d•Remote

About The Position

Whether working to sell new or retain existing business, 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 contact customers to provide a full range of services designed to retain business and increase customer's awareness of the Nationwide brand. We'll count on you to provide an outstanding customer experience of all personal lines products in all states and segments on phone calls and online chats. You'll process policy-related additions, changes and other processing activities as needed. You'll have opportunities to provides back-up support to sales agents by selling new property/casualty insurance business by phone or internet contact with prospective customers in multiple states.

Requirements

High school diploma or equivalent required. Undergraduate studies in insurance, marketing, communications or related field preferred, but not required.
State licensing as required for property/casualty and life products in 45 states. 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 to acquire required licenses/registrations within the designated time period, the associate will be ineligible to continue in the position.
Three or more years related work experience in property/casualty sales preferred.
Prefer insurance industry experience and call center exposure.
Minimum one year of sales experience; Nationwide sales associate experience preferred.
Knowledge of property/casualty and life insurance products, insurance processing systems and procedures and practices, state regulations and customer service practices.
Knowledgeable in all states and products including new sales, policy maintenance and processing.
Possesses strong written and verbal communication skills needed to explain technical insurance information to policyholders, agents and others.
Strong ability to influence prospective policyholders to select Nationwide products.
Proven ability to operate personal computer and business software.

Responsibilities

Makes and receives calls from current policyholders to perform various retention-related activities, including cross-selling additional Nationwide products.
Meets customer service production expectations and quality standards.
Receives sales calls, quotes and binds new business, and is responsible for the respective related documents for all states, including those with complex underwriting guidelines.
Contacts policyholders after their claim has been closed to provide a service review and inquire about their claims experience.
Contacts customers to save policies from cancellation.
Acquires all required trailing documents, underwriting requests or other documentation necessary to resolve issues.
Contacts current policyholders via telephone to process policy changes and advise policyholder on retention-related efforts from underwriting on more complex situations.
Responds to ad hoc retention-related opportunities; internal phone transfers, emails, chat request and notifications from the service center, Nationwide Financial, etc.
Interprets contracts and/or policy provisions to provide explanations and information to customers regarding coverage for all property and casualty 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 subject matter authority on such topics as 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.
Assigned to miscellaneous projects.
Provides process and performance improvement recommendations.
May performs other responsibilities as assigned.

Benefits

Paid time off
401(k) with company match of 50% on the first 8% you contribute
Company-paid retirement (pension) plan
Comprehensive medical, dental and vision benefits
Educational assistance
Exclusive insurance discounts
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