Rep II, Sales Operational Support (Customer Service) (REMOTE)

If you're passionate about helping a Fortune 100 company drive their strategy forward through innovative product development and advancing strategic partnerships to protect customers (and their pets), then Nationwide's Strategy and Corporate Development Office might be the place for you!

Nationwide is looking for a Sales Operations Support Representative II to serve as a first point of contact for agents and sales managers to resolve non-routine questions. This role provides support with tools, processes, and sales support needs. Additionally, this role effectively communicates with agent, sales manager, regional leadership, and corporate office to consult on moderately complex issues and drive consistent and efficient processes across regions and the company.

Hours are M-F 9:30 AM - 6:00 PM EDT.

This position may be filled remotely or hybrid as desired by candidate.

This is not a sales/cold calling role.

Compensation Grade: C2

Job Description Summary
Job Profile Summary
Insurance agents count on us to be problem solvers and business enablers. Working to tackle critical issues, answering questions about business and operations and identifying trends - either problems or opportunities - are all in our wheelhouse. If you can actively listen and share your expertise to find solutions and collaborate wholeheartedly with your team and customers, we want to know more about you!

As a Representative II, you'll be a first point of contact for agents and sales managers to resolve non-routine questions. We'll count on you to provide support, effectively communicate with agent, sales manager, regional leadership, and corporate office, consulting on moderately complex issues and driving consistent and efficient processes.

Job Description

• Key Responsibilities:
  
  • Handles inbound and outbound phone calls and inquiries from agents, sales managers, agency staff and regional leadership.
  • Answers moderately complex questions, provides explanations and makes recommendations based on customer needs and company guidelines; documents and categorizes issues, helps to resolve, or directs to appropriate resources
  • Processes non-routine correspondence from customers in accordance with internal procedures and controls.
  • Handles follow-up work created by representatives when a first time final experience is not possible.
  • Provides process and performance improvement recommendations and may assist in the design and development of new processes.
  • Assists peers with service and support issues.
  • Helps with back-office responsibilities for either assigned territories or the region, as directed.
  May perform other responsibilities as assigned.
  
  Reporting Relationships: Reports to Supervisor or Manager.
  
  Typical Skills and Experiences:
  
  Education: High school studies; some undergraduate studies preferred.
  
  License/Certification/Designation: Participation in technical insurance programs preferred, e.g., CPCU, CLU, etc.
  
  Experience: One to two years of related experience in customer service, sales or related occupations.
  
  Knowledge, Abilities and Skills: General knowledge of products and processes, technology and administration, sales processes, agent programs, agent compensation, the property and casualty insurance industry and agency office operations desired. Decision-making skills. Ability to manage time effectively and handle multiple responsibilities. Good verbal and written communication skills necessary to effectively convey detailed processes and resolve complaints. Technical proficiency with Microsoft products (Word, Excel, PowerPoint), e-mail system and computer systems navigation. Competencies in teamwork, relationship development, communication, problem solving, as well as initiative is needed.
  
  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: Non-exempt (Eligible)
  
  Working Conditions: Normal office environment.
  
  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, paid time off plus nine paid holidays, 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.

For NY residents please review the following state law information: Notice of Employee Rights, Protections, and Obligations LS740 (ny.gov) https://dol.ny.gov/system/files/documents/2022/02/ls740_1.pdf

Nationwide utilizes a geographic-specific salary structure. The range for this role in Colorado is$29,700.00 - $45,500.00

Nationwide pays based on a geographic-specific salary structure. The range for this role in Ithaca, New York is$29,700.00 - $61,300.00