Are you passionate about being part of a team that delivers extraordinary care to help individuals and businesses prepare for and protect their retirement? If so, then Nationwide Financial could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.
This role is centered on client service excellence, with a strong emphasis on retention, empathy, and problem-solving. While sales experience is helpful, the most successful candidates will thrive by building trust, resolving issues, and delivering memorable customer experiences.
This role does not qualify for employer-sponsored work authorization. Nationwide does not participate in the Stem OPT Extension program.
This role will be remote with a shift expectation being scheduled anytime during operation hours of 6am - 6pm PST (M-F) & Sat (7am -3:30 PT)
Key Skills for Success:
- Problem Solving & Resolution
- Skilled in navigating policy issues, payment challenges, and quoting plan changes with confidence and accuracy.
- Attention to Detail
- Adaptability & Multitasking
- Comfortable shifting between outbound retention calls, inbound sales queues, and webchat support during peak periods.
- Proficient in updating CRM systems (e.g., Salesforce, Reinsurance) with precision to ensure accurate member records and follow-ups.
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Job Description Summary
Would you get a sense of satisfaction by providing exceptional service to resolve issues and uncover solutions that help protect our customers’ pets when they most need us? Would you like to work on special projects to retain and grow Nationwide’s dominant market share – number one in the United States - in the pet insurance industry? If this sounds like a great opportunity, we want to know more about you!
As an Inside Sales Support Agent, you’ll provide front line support for customer inquiries. You’ll interact with customers by phone, email, webchat and in person to educate them about the benefits of pet health insurance, as well as investigate and resolve customer issues. We’ll count on you to have a passion for helping people, a high level of professionalism and attention to detail.
Job Description
Key Responsibilities:
Make outbound phone calls to existing members to resolve payment issues and retain business.
Receives and makes calls from/to existing Pet members to share information and offer products to retain customer through renewal or prevent cancelation.
Assists and encourages customer to enroll in new and/or upgrade their current insurance products.
Supports inbound sales queue during peak periods of call volume and supports inbound renewal queue year-round.
Works with various departments to contact existing Pet members to resolve policy related issues that require sales quoting, possible plan changes, and/or apply payment.
Enters and maintains member information and quote details in customer relationship management/lead management system like Salesforce and Reinsurance.
Handles member inquiries with highest level of professionalism and integrity; ensures every interaction with members is positive and memorable.
Answers webchats and makes outbound telephone calls to follow up on customer questions and needs.
May perform other responsibilities as assigned.
Reporting Relationships: Reports to Supervisor, Sales Service Retention.
Typical Skills and Experiences:
Education: Bachelor's degree preferred or equivalent combination of education and experience.
License/Certification/Designation: Property and Casualty license required in all 50 states. Sales Agent will be required to maintain licensure through completion of required Continuing Education credit as a condition of employment.
Experience: Previous inside sales, help desk or customer service experience. Experience in the financial services or insurance industry preferred.
Knowledge, Abilities and Skills: Working knowledge of Microsoft Word, Microsoft Excel, Microsoft Access, PowerPoint a plus.
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 Human Resources Business Partner.
Values: Regularly and consistently demonstrates the Nationwide Values.
Job Conditions:
Overtime Eligibility: Non-Exempt (Eligible)
Working Conditions: Normal office environment. This position requires the ability to work non-standard hours.
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.
We currently anticipate accepting applications until 10/09/2025. However, we encourage early submissions, as the posting may close sooner if a strong candidate slate is identified before the deadline.
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.
This position could be filled within any of the lower 48 U.S. states.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.
For NY residents please review the following state law information: Notice of Employee Rights, Protections, and Obligations LS740 (ny.gov) https://dol.ny.gov/system/files/documents/2022/02/ls740_1.pdf
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 factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range. Note on Compensation for Part-Time Roles: Please be aware that the salary ranges listed below reflect full-time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full-time schedule.The national salary range for Agent, Inside Sales Support - Pet : $42,315.00-$79,400.00The expected starting salary range for Agent, Inside Sales Support - Pet : $42,600.00 - $64,000.00
