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Insurance Services Analyst II - Personal Lines

Nationwide

Remote · Remote, United States, US$46k – $81k

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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.

Begin your career with Nationwide on October 12, 2026 — recognized as one of the Fortune Top 25 Best Companies to Work For!

Training We invest in your success. Beginning  October 12 , you’ll take part in our award‑winning  21‑week training program  designed to build a strong foundation for a long-term career. Training will take place  virtually , Monday through Friday,  8:00 AM – 4:30 PM CST .100% attendance is important due to the amount of material covered.

Permanent Schedule After training, schedule options may vary and may include weekend shifts. Options may include  5x8  or  4x10  schedules. Standard Call Center Business Hours: Monday through Friday 7 a.m. - 8 p.m. CT; Saturday and Sunday 8 a.m. - 6 p.m. CT.

Salary • The approximate starting salary is  $47,250  (approximately  $23.45/hour , based on a 38.75-hour workweek)

• Additional  10–15% shift differential  available for qualifying schedules

Preferred Skills & Experience • Prior insurance industry experience is required ; Property & Casualty (P&C) experience is preferred.

• Strong critical thinking and problem-solving skills with the ability to navigate challenging conversations and complex service scenarios.

• Proven commitment to delivering a high level of customer service and building positive customer relationships.

• A Personal Lines Agent License is nice to have at the time of hire. Candidates who do not currently hold the license must be willing and able to obtain it as part of the training and onboarding process.

  Benefits Learn more about our competitive benefits package

This role does not qualify for employer-sponsored work authorization.  Nationwide does not participate in the Stem OPT Extension program.

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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 personal line products, you will provide customer service support to customers and agents, at times serving as an extension of the agency. You will analyze and resolve complex inquires that require expert knowledge. And the outstanding customer service you provide can positively impact the policy retention and sales revenue of the company. For your co-workers, you can be a technical resource and problem-solver to support business units throughout the enterprise. Job Description Key Responsibilities:  • Provides enhanced customer service, owning each experience by handling complex inbound and outbound phone calls and emails. Provides guidance, solves immediate needs and anticipates future needs or questions. Provides proactive consultation and recommendations to agents and customers on next steps and policy options that may be beneficial. 

• Becomes cross-trained in sales and underwriting, maintains an advanced understanding of product offerings and serves as a subject matter authority on all product lines for designated business unit.

• Provides advanced levels of cross-sell and up-sell consultation to customers. Transfers sales leads to agents for close of the sale.

• Partners closely with agencies in order to support by providing personalized attention and appropriate responses to customers. Handles agent and customer correspondence and related paperwork. Completes customer follow up to process all requests efficiently and effectively. 

• Interprets and applies all changes and enhancements to new and old products. Cross-sells and up-sells products to support strategy of business unit goals.

• Discovers and acts on customer issues by quickly establishing and building trust. Provides solutions and achieves results while balancing customer needs with company and legal guidelines. 

• Tackles complex issues and uses appropriate resources for resolution. Mentors and assists other associates with questions, training, on floor assistance, project input, ad hoc requests, etc. 

• Provides process and performance improvement recommendations. 

May perform other responsibilities as assigned.

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

Typical Skills and Experiences: 

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

License/Certification/Designation: Licensing is required, as is continuing education as required by state(s). Associates will be asked to acquire the 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. Passing of comprehension and competency testing for technical and customer service skills required. 

Experience: Two years insurance experience.

Knowledge, Abilities and Skills: High level of competency in sales, products and customer service preferred. Solid understanding of product offerings. Able to provide solutions using a structured thought process and/or problem-solving skills to achieve results. Proficient with multiple technology systems and able to easily navigate systems to provide accurate data and maintain enhanced customer interaction. Familiarity with reporting and call recording tools. Understanding of insurance and customer service concepts. Fully trained on all insurance products supported. Ability to do diagnosis, issue re

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