Insurance Service Analyst II - Commercial Lines

About this role

If you’re passionate about helping people protect what matters most to them at a Fortune 100 company with nearly $70 billion in annual sales, 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! At Nationwide®, “on your side” goes beyond just words. Our customers and partners are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.

Build your servicing career through hands-on experience in both customer call handling and back-office processing. This role is an entry point into the more complex servicing work we are advancing today, expanding your capabilities beyond traditional billing and servicing needs while building the skills needed for the future of our evolving servicing model.

Four positions available, start date 10/12/26. Class training hours: 8:00am-4:30pm CST, with work hours possible between the hours of 7:00am-7:00pm CST after training.

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Job Description Summary Do you love providing great customer service and using your expertise to help solve complex challenges? If you are a strong communicator, analytical and agile, love problem-solving and helping people, we want to hear from you!

As an Insurance Service Analyst II for multiple lines of business, you have daily opportunities to provide exceptional service to customers from commercial and farm product lines through phone, email, chat and text. While some inquiries are routine, many are complex and require a thoughtful, yet analytic approach. Creating an exceptional customer experience, while contributing to individual and team performance expectations, are keys to success in this role. Our customers and insurance agents will count on you for answers to questions and for providing guidance. You will have opportunities for cross-selling and up-selling our products. For your co-workers, you can be a technical expert and problem-solver to support business units throughout the enterprise. Job Description Key Responsibilities: • Owns the customer experience by handling complex inbound phone calls to include: premium changes and retention calls, emails, chat sessions, and texts from customers, agents, third parties, and business partners who are inquiring about insurance products or policies.

• Fully cross trained on all products; able to effectively handle small and middle market accounts, special requirements, and farm and processing functions.

• Provides guidance to customers to solve their immediate needs as well as anticipating future needs or questions. Provides consultation, proactive consulting and advice to agents and customers on next steps as well as policy options that may be beneficial.

• Completes a care review for customers as requested. Retains customers by using experience and knowledge.

• Diagnoses issues and utilizes results to minimizes transfers, issues, and call backs by using all available resources and systems to make policy changes, answer policy and billing questions, take payments, provide requested documentation, and give advice regarding insurance needs.

• Discovers and acts on customer issues at an experienced level, by quickly establishing and building trust; provides solutions and uses a structured thought process and/or problem-solving skills to achieve results while balancing customers’ needs with company and legal guidelines.

• May be a subject matter expert. Assists other associates with questions. Activities may include, but are not limited to, peer assistance in training classrooms, on floor assistance, project input/feedback, ad hoc requests from leadership, etc.

• Completes customer interaction follow-up work to process all requested updates efficiently and effectively

• Navigates multiple computer systems while providing a pleasing customer interaction.

• Cross-sells and up-sells products to customers, providing solutions that protect what’s most important.

• Provides process and performance improvement recommendations.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Commercial Lines Customer Service Supervisor. Individual contributor role.

Typical Skills and Experiences:

Education: High school or comparable diploma; some undergraduate studies preferred.

License/Certification/Designation: Licensing may be required, as is continuing education as required by state(s). Associates will be asked to acquire any required state licenses. If an associate fails or is unable to acquire required licenses / registrations within the time period designated by the business unit, the associate may be terminated.

Experience: Two-years of insurance experience.

Knowledge, Abilities and Skills: Proficient using systems such as: Passport, Flex Billing, eFile, eLibrary, Reference Connect, Isotel Prometrics, VIN Assist, Microsoft Access, Docusign, Microsoft Outlook, Agent Center, Softphone, IEX, ZOOM and Internet Explorer/Mozilla FireFox. Comprehensive understanding of insurance and customer service concepts. Mastery of key behaviors and competencies. Fully cross-trained on all insurance products. Experience with issue diagnosis, issue resolution, compliance focus, active listening, and customer advocacy. Abilities with time management, schedule dependability, basic math skills and ability to interact in a cohort learning environment. Customer service attitude. Comfortable providing consultation and recognizing ability to cross-sell and up-sell on insurance needs. Customer specialist will own the experience, be a customer advocate and be customer centric.

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:

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