Sr Analyst, Customer Relations

If you're passionate about influencing the customer experience to enable customer-driven growth and deliver extraordinary care, then Nationwide's Office of the Chief Customer Officer could be the place for you!

The hours for this position are M-F 9:30-6. The position requires every other Thursday to work in the office.

Compensation grade: E1

Job Description Summary
Do you like to advocate for customers and provide them with extraordinary care? As a Senior Analyst, you'll coordinate, communicate and present resolutions of consumer/customer complaints and heightened complaints, along with requests received in the Nationwide Customer Relations Office. We'll count on you to deal with sensitive issues with professionalism, care and flexibility, guided by company processes and procedures, to ensure that customers' expectations are met in a timely manner.

Job Description

Key Responsibilities:

• Receives, responds to, coordinates resolution of, phone calls, emails, letters and faxes that are received in the corporate office.
• Works on multiple cases at one time by routing, advocating and providing resolutions to callers.
• Reviews, analyzes and interprets the complaint/request and determines best course of action for a workable solution. Considers customer needs as well as company guidelines. Review complex issues with multiple business units and involves the appropriate resolver in order to arrive at the best resolution for the member.
• Contacts any/all internal operations (claims, processing, underwriting, customer service, legal, human resources, compliance, etc.) in the home office or business unit to advise them of the issue, obtain their commitment for a resolution and determine a response/information timeframe. Responsible for complaints for all business units and subsidiaries within Nationwide.
• Acts as the liaison between the customer and Nationwide to ensure those customers' needs are met. Utilizes problem solving skills to facilitate communication between business units and customer in order to identify the root cause and appropriate resolution. Assists with proactively managing and evaluating the customer experience to provide feedback and suggestions to the business while also maintaining a clear understanding of company directives and regulatory guidelines.
• Utilizes strong communication skills in both written and verbal formats to effectively deescalate customer issues and accurately describe the concerns presented. Identifies problems and training needs and refers to the appropriate level of management for corrective action.
• Acts as an internal resource to answer questions from contact center service representatives and others about how to assist and deescalate customer situations to resolve the identified issues.
• Maintains an understanding of customer service techniques and multiple product offerings across the enterprise. Keeps up-to-date on management issues, products, systems enhancements, corporate organizational structure and related information.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Manager/Director. Individual Contributor.

Typical Skills and Experiences:

Education: Undergraduate studies preferred.

Experience: Four years related work experience in customer service, underwriting, processing, claims, financial services or similar business operation.

Knowledge, Abilities and Skills: Knowledge of multiple functional areas such as property/casualty insurance personal and/or commercial lines products, processing, customer service, claims, financial services products, processing and compliance, & corporate organizational structure.

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 Human Resources Business Partner.

Values: Regularly and consistently demonstrates the Nationwide Values.

Job Conditions:

Overtime Eligibility: Nonexempt (Eligible)

Working Conditions: Contact center environment; possible 24/7/365 hours of operation. Extended periods of sitting/using personal computer and phone.

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.