If you’re passionate about helping people protect what matters most to them, 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! Compensation Grade: D2 #LI-DNI Job Description Summary Do you love providing great customer service? If you are a strong communicator, analytical and agile and love helping people, we want to hear from you! As an Insurance Service Representative II, for commercial lines of business, you'll have daily opportunities to provide outstanding customer service via direct telephone and internet contact with customers in multiple states. You'll also serve as a technical resource for service issues and provide ad hoc assistance to other associates. In addition, you may initiate calls regarding renewal opportunities for existing policies. Job Description Key Responsibilities: Works independently to provide customer service for commercial customers including agents and policy holders/policyholders. Handles the most complex service requests and calls advanced from other service representatives. Responds to all questions and provides service according to established procedures and standard methodologies. Performs outbound telephone calls and follow-up work as required to process customer requests. Answers questions and provides explanations regarding service requests and coverage for commercial policies, limits and deductibles considering customer needs as well as company guidelines. Processes changes, reinstatements and cancellations for all types of commercial policies; provides quotation and binds coverage within prescribed limits as required. Handles agent and policyholder correspondence and related paperwork. Responsible for issuing certificate of insurance, evidence of insurance and other documents as to ensure proof of insurability. Follows up for necessary documents and payments in order to process customer requests. Maintains a consistent quality and quantity of work at prescribed standards. Identifies and prioritizes own work according to prescribed standards. Maintains solid understanding of state-specific processing procedures, all processing systems, credit and collections procedures, pricing guidelines and eligibility and team concepts. May serve as backup to the Quality Assurance Coordinator and processing unit as needed. May help train less experienced associates and assist them in responding to customer inquiries. Cross sells commercial products to existing customers on an "as needed" basis, advising them of best coverage options and quoting appropriate rates. Works with underwriting to issue new lines of business and make necessary changes to policy. May perform other responsibilities as assigned. Reporting Relationships. Reports to Supervisor/Manager. Individual contributor role. Typical Skills and Experiences: Education: High school studies; undergraduate studies preferred. Licenses/Certification/Designation: Some positions may require state licensing. Associates must obtain the required Federal and/or state licenses/registrations within the time period designated by the business unit. Additional licenses/registrations may be required when new products and services are implemented. If an associate fails or is unable to obtain required licenses/registrations within the time period designated by the business unit, the associate will be ineligible to continue in the position. Experience: Three years of related work experience in a commercial customer service or processing role. Prefer exposure to commercial insurance agency and/or call center environment. Knowledge, Abilities and Skills: In depth knowledge of product lines. Advanced knowledge of customer service role. Effective verbal and written communication skills to interact with agents, policyholders, managers, third parties and other departments via the telephone or email system on a constant basis. Ability to operate personal computer and related processing systems, calculator and other business equipment. Ability to understand and communicate technical insurance information to internal/external customers. Strong interpersonal and multi-tasking skills. Ability to prioritize work; review computer output, system-related problems and other error conditions; make decisions using established criteria and guidelines. 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: Eligible (Non Exempt) Working Conditions: Requires the ability and availability to work in a call center environment including extended periods of sitting at a PC, use of headset, and overtime as needed (non-exempt). Flexible scheduling may be needed for adequate phone coverage. 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/Background Check: Due to the fiduciary accountabilities within this job, a valid credit check and/or background check will be required as part of the selection process. Benefits We have an array of benefits to fit your needs, including: 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, 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. Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at 888-944-2247. At Nationwide, we find purpose in protecting people, businesses and futures with extraordinary care – and we’ve been doing that since 1926. Our financial strength and caring culture extend beyond our associates into the communities we serve. You really can feel the difference at Nationwide, which is why we continue to be named one of the Fortune 100 Best Companies To Work For. Check out why others think we're a great place to work, too, and let us know – can you see yourself at Nationwide? 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.