P/C Customer Service Rep (PLs Service Center)
Nationwide Mutual Insurance Company - Lynchburg, VA

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***Multiple full-time positions available in our Lynchburg, VA Personal Lines Services Call Center to provide customer service support to our customers regarding their billing/coverage questions and changes to their policies.

***Salary: $25,100/annually

***Start Date: Monday, April 1, 2013

***Training Hours: Associates will work 9:00 am-5:30pm during first six (6) weeks of training, then move to assigned hired shift between foundational and moderate training, approximately four (4) weeks in length. Associates will then adjust back to a Mon-Fri 9:00 am-5:30 pm shift for 4 weeks of moderate training, followed by returning to their assigned hired shift.

**Hours of Operation: Monday-Friday 7:00 am-11:00 pm/Saturday from 8:00 am -8:00 pm including Holidays

***Permanent schedules will be determined at time of hire and all shifts include Saturdays and some shifts may qualify for a 10% or 15% shift differential.


All selected candidates must successfully complete our SHL Customer Service Processing on-line assessment which includes a data entry assessment of key boarding/typing skills and accuracy.

Full-Time consists of 7.75 hour shifts, 5 days per week (38.75) All shifts include a Saturday with Sundays off.

All positions are eligible for benefits, including medical, dental ,vision, 401(k), paid time off and more.

SUMMARY: Learns to service property/casualty insurance business via direct (inbound) telephone and/or Internet contact with current customer and agents in multiple states. Learns to provide counseling regarding insurance needs and product availability. Typically specializes in one line of business. Note: this is an entry level/trainee role; promotion to the band C level is contingent upon successful completion of required formal and on- the-job training, meeting quality standards, and attainment of state licensing where required.

RELATIONSHIP: Reports to Service Supervisor


1. Under direct supervision, handles incoming calls and/or e-mails from existing personal lines customers, agents and/or 3rd party insured according to best practices. May do limited outbound calls and follow-up work as required to process customer requests.

2. Learns to answer questions and provide explanations regarding service requests and coverage, limits and deductibles considering customer needs as well as company guidelines.

3. Requests necessary forms and follow-up on receipt of trailing documents. Follows up for necessary documents and payments in order to process customer requests.

4. Assists and contributes to the team's current goals by meeting individual goals.

5. Obtains and maintains current understanding of service techniques and product offerings.

6. Performs other related duties as assigned.


Education: High school studies; some undergraduate studies preferred. Ability to obtain state licenses) where required.

Experience: One year related work experience. Prefer experience in the insurance industry or customer service environment.

Knowledge: Knowledge of general business practices and terminology. Prefer familiarity with insurance or customer service concepts.

Skills/Competencies: Strong verbal and interpersonal skills to communicate technical insurance information to customers. Requires the ability to operate personal computer and related business and insurance software.

Credit Check: A valid credit check and/or background check may be required as part of the selection process in locations where a State Department of Insurance license is required for the position.

Staffing Exceptions to the above minimum job requirements must be approved by the: HR and Director


Overtime Eligibility: Eligible (Non-Exempt)

Working Conditions: Call center environment; possible 24/7/365 hours of operations. Extended periods of sitting/using personal computer and phone. Non-standard hours based on phone volume.

ADA: The above statements cover what are generally believed to be principal and essential functions of the job. Specific circumstances may allow or require associates assigned to the job to perform a somewhat different combination of duties.

About this company
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Nationwide is a high-performing organization, and we continue to prove it every day. Our Property and Casualty Division sells a unique mix...