Nationwide · 1 week ago
Retention Agent, Direct Distribution - Personal Lines (WFH)
United States
Full-time
Remote
Mid Level
$46K/yr - $65K/yr
3+ years expNationwide is a company dedicated to providing insurance solutions and exceptional customer service. As a Retention Agent, you will engage with customers to retain their business and enhance their awareness of Nationwide products through various communication channels. This role involves processing policy changes, cross-selling products, and ensuring a high-quality customer experience.
BankingFinancial ServicesInsuranceLife Insurance
Responsibilities
Makes and receives calls from current policyholders to perform various retention-related activities, including cross-selling additional Nationwide products. Meets customer service production expectations and quality standards. Receives sales calls, quotes and binds new business, and is responsible for the respective related documents for all states, including those with complex underwriting guidelines
Contacts policyholders after their claim has been closed to provide a service review and inquire about their claims experience
Contacts customers to save policies from cancellation. Acquires all required trailing documents, underwriting requests or other documentation necessary to resolve issues
Contacts current policyholders via telephone to process policy changes and advise policyholder on retention-related efforts from underwriting on more complex situations
Responds to ad hoc retention-related opportunities; internal phone transfers, emails, chat request and notifications from the service center, Nationwide Financial, etc
Interprets contracts and/or policy provisions to provide explanations and information to customers regarding coverage for all property and casualty and other product policies. Determines and enters accurate information into all related systems
Maintains current, in-depth understanding of customer service techniques, overall processing and product updates and related system improvements
Serves as subject matter authority on such topics as system changes, user acceptance testing, new product releases and assistance in the roll out and adoption with peers. Participates in user meetings with Nationwide Technology, project team and consultants. Assigned to miscellaneous projects
Provides process and performance improvement recommendations
May performs other responsibilities as assigned
Qualification
Required
Strong customer service and communication skills
Sales focused
State licensing as required for property/casualty and life products in 45 states
Continuing education as required by state(s)
Associate must acquire the required state licenses within the time period designated by the business unit
Knowledge of property/casualty and life insurance products, insurance processing systems and procedures and practices, state regulations and customer service practices
Knowledgeable in all states and products including new sales, policy maintenance and processing
Possesses strong written and verbal communication skills needed to explain technical insurance information to policyholders, agents and others
Strong ability to influence prospective policyholders to select Nationwide products
Proven ability to operate personal computer and business software
Candidates MUST be available for the full training duration and permanent work schedule
Preferred
Three or more years related work experience in property/casualty sales preferred
Prefer insurance industry experience and call center exposure
Minimum one year of sales experience; Nationwide sales associate experience preferred
Benefits
Paid time off
401(k) with company match of 50% on the first 8% you contribute
Company-paid retirement (pension) plan
Comprehensive medical, dental and vision benefits
Educational assistance
Exclusive insurance discounts
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
Business casual attire
Company
Nationwide
Nationwide, a Fortune 100 company based in Columbus, Ohio, is one of the largest and strongest diversified insurance and financial services organizations in the United States.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Jim Grafmeyer
VP, Chief Enterprise Architect
Tony Fenton
Vice President Commercial Lines Underwriting & Product , CUO
Recent News
2025-11-24
2025-10-20
2025-09-27
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