Customer Service Associate

Thinking of applying? Here’s what you’ll need to succeed in this role:

• Comfort with Contact Center environment
• Motivated to take charge and help the member to resolve their concerns within the first call, with the ability to suggest or show alternative solutions based on customer needs
• Ability to de-escalate a phone call through problem solving
• Committed to working a shift that is outside traditional business hours in order to be available when our members need us the most and help us fulfill ourOn Your Sidepromise

Job Summary

Responsible for handling inbound calls of moderate complexity regarding insurance policies from policyholders, agents, third parties, and business partners. Completes and processes all necessary forms. Creates an exceptional customer experience while contributing to individual and team goals. Provides process and performance improvement recommendations.

Who You Report To: PL Service Supervisor

Your Core Duties & Responsibilities

1. Answer moderately complex inbound phone calls from policyholders, agents, third parties, and business partners who are inquiring about insurance products.

2. Reduce customer callbacks by creating a simple, hassle-free interaction for the caller.

3. Responsible for using all available resources to make policy changes, answer policy, and billing questions, take payments, and provide requested documentation.

4. Complete and process all necessary forms. Follow-up for necessary documents in order to process requested changes.

5. Participate in technical and customer service skills training to stay aware of current and best practices.

6. Diagnose customer issues at a developing level. Provides solutions and uses a structured thought process to achieve results while balancing customers’ needs with company guidelines. Majority of calls will be moderate, but may take overflow of complex calls if necessary.

7. Provide process and performance improvement recommendations.

8. To be fully cross trained on all available product lines for the business unit.

9. Some positions may require bilingual skills.

10. Some positions may require knowledge and use of two platforms.

Requirements

Education: High school studies; some undergraduate studies preferred.

License/Certificates: For some positions state licensing could be required.

Continuing education as required by state(s). Associates may be asked to obtain the required state licenses within the time period designated by the business unit. If an associate fails or is unable to obtain required licenses /registrations within the time period designated by the business unit [incomplete sentenc.

Experience: Meets minimum experience level for Member Care Representative I [undefined for candidat. In addition, typically three months of foundational training and experience; successful demonstration of holistic foundational experience including performance and company strategy elements. Demonstrated experience in moderate call handling.

Knowledge: Knowledge of general business practices and terminology. Familiarity with insurance and customer service concepts. Mastery of foundational call skills including Nationwide billing and billing systems, Nationwide policies and systems, data management, end-to-end process understanding, product knowledge, and technical knowledge. Is fully cross-trained on all insurance products for the business unit.

Skills/Competencies: Strong verbal and interpersonal skills to communicate technical insurance and billing information to policyholders, agents, third parties, and peers. Analytical skills to analyze billing information. Requires strong multi-tasking and computer navigational skills.

Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.

Staffing Exceptions to the above Minimum Job Requirements must be approved by the: Director and Human Resources.
Training & Work Schedule

Start Date: Monday, July 18, 2016

Training: Monday - Friday from 8:00 am - 4:30 pm for 14 weeks

Your career at Nationwide will start with comprehensive training that is designed to prepare you for success as a customer service rep. Our award winning training is 14 weeks long and hours will be Monday thru Friday 8:00 am- 4:30 pm . After training, the initial work schedule will include evening hours and weekends. We understand your time is valuable, and we want to ensure you’re properly compensated for that. We do this by offering a shift differential between 10% and 15% for all hours worked in a qualified schedule.

Work Schedule:

o 11:00am - 7:30pm Thurs/Sun Off or

o 10:30am - 9:00pm Weds/Thurs/Sun Off

Job Conditions

Overtime Eligibility: Nonexempt (Eligible)

Working Conditions: Call center environment; possible 24/7/365 hours of operations. Extended periods of sitting/using personal computer and phone. Non-standard hours based on phone volume.

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.

Credit Check: Due to the fiduciary accountabilities, for some positions a valid credit check and/or background check may be required as part of the selection process.

Compensation & Benefits

Your Nationwide Total Rewards package includes:

• $31,232. 50 starting salary with opportunities to increase salary based on performance
• Life / work balance with 18 days of paid time off with the chance to earn more time off through volunteer activities! We also offer 9-10 paid holidays
• Part time schedules offering full benefits
• 10-15% shift differential on qualifying shifts
• A 401K match AND a company funded pension plan
• Medical / Dental / Vision + wellness program
• $5,250 in tuition reimbursement annually(Eligible after one year)
• Discounts through our Plenti Rewards program
• On-site Zumba/Yoga classes, cafeteria, and on-site nurse