Nationwide · 18 hours ago
Insurance Services Analyst II - Personal Lines
Des Moines, IA
Full-time
Onsite
Entry, Mid Level
$46K/yr - $65K/yr
2+ years expNationwide is a Fortune 100 company focused on helping people protect what matters most to them. The Insurance Services Analyst II will provide customer service support for personal line products, analyze and resolve complex inquiries, and serve as a technical resource for agents and customers.
BankingFinancial ServicesInsuranceLife Insurance
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
Qualification
Required
High school or comparable diploma required
Licensing is required, as is continuing education as required by state(s)
Two years insurance experience
Passing of comprehension and competency testing for technical and customer service skills required
Strong customer service, empathy, and multi-tasking skillsets
Ability to do diagnosis, issue resolution, compliance focus, active listening, and customer advocacy
Customer service focus
Comfortable providing consultation and recognizing opportunities to cross-sell and up-sell on insurance needs
Able to provide outstanding service, advocate and is customer centric
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
Abilities in time management, schedule dependability, basic math and interacting in a cohort learning environment
Preferred
Some undergraduate studies preferred
Call Center experience preferred
High level of competency in sales, products and customer service preferred
Solid understanding of product offerings
Benefits
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
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 - Commercial, E&S and Specialty
Recent News
2025-11-24
2025-10-20
2025-09-27
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