This position is responsible for handling basic to complex telephone/email/chat/fax inquiries from internal and external customers in an efficient, professional, and accurate manner. Provides customers with product knowledge and resolves customers concerns. Utilize functional expertise and knowledge of the business to support, develop and lead new initiatives, and maximize growth and profitability of the business.
Key Responsibilities:
• Provides support for customers by handling inquiries via calls/emails/chats, and demonstrates knowledge, understanding and experience to handle volume of internal and or external customer inquiries may include escalations
• Resolves complex questions/concerns and refer other inquiries to appropriate areas as needed
• Project Management: To initiate, execute, communicate and document projects as needed
• May act as a liaison to other departments where follow-up will be required to meet customers needs
• Assists in identifying process improvement opportunities
• Engages, inspires, educates and mentors, new hires and incumbents
• Collaborates with other areas to identify, analyze, and improve processes
• Inputs and tracks into the appropriate databases
Supervisory Responsibilities:
This job does not have supervisory duties.
Education and Experience:
• High School Diploma or GED (Required)
• 0-2 years experience (Preferred)
• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.
Functional Skills:
• Advanced product knowledge and insurance regulations knowledge
• Excellent working knowledge of Nationwide's systems required to perform the role
• Ability to sell and service policies (based on requirements of the department)
• Ability to diffuse customers and agents
• Excellent working knowledge of billing concepts and Nationwide billing systems
• Effective oral and written communication skills
• Intermediate problem-solving skills
• Ability to adjust schedule according to business need
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Job Description Summary
Do you love connecting and building new business relationships? If you have a natural curiosity, are passionate about helping people and want to accelerate both your personal and professional growth, we want to know more about you!Job Description
Key Responsibilities:
Maintains and improves administration of financial product services according to the terms of the plan, contract and administrative services agreements by monitoring the team's incoming work activity via daily tracking. Responsible for ensuring service standards are met.
Develops and maintains procedures and training curriculum. Trains, mentors, and guides team members in all aspects of team's basic and complex functions and processes.
Reviews documentation, analyzes and interprets processing errors at a team and individual level. Resolves processing errors and implements necessary changes. Conducts analysis and provides feedback in improving productivity and quality of work at an individual team member and team level. Provides feedback by conducting quality reviews of team member's work output.
Oversees the handling of unusual or complex cases requiring knowledge of specialized complex subject matters to company policy, practices, and procedures to the appropriate managers.
Works closely with other Technical Leads to share optimal practices. Assists other Technical Leads in their absence. Participates in projects as necessary.
Provides input to Managers on improvement opportunities for team members' development and performance evaluations.
May perform other responsibilities as assigned.
Reporting Relationship: Reports to Manager; no direct reports.
Typical Skills and Experiences:
Experience: Three years of experience in call center or service center environment.
Education: High school diploma or equivalent required; undergraduate studies in business or related field preferred.
Licenses/Designations/Certifications: FINRA Series 6 and/or 26 licenses preferred, and may be required based on assigned product, line-of-business, or distribution system.
Knowledge, Abilities and Skills: Knowledge of call center or service center environment standard polices and practices. Excellent communication skills. Must have working knowledge of products, services and processes of the related business unit. Proven leadership abilities.
Other criteria, including leadership skills, competencies and experiences may take precedence.
Staffing exceptions to the above must be approved by the Office Vice President and HR Vice President.
Values: Regularly and consistently demonstrates the Nationwide Values.
Job Conditions:
Overtime Eligibility: Exempt (Not eligible)
Working Conditions: Normal office environment.
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/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.
NOTE TO EMPLOYMENT AGENCIES:
We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.
Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of fnationwide