Insurance Services Analyst II Personal Lines

Begin your career with Nationwide on April 13 2026 recognized as one of the Fortune Top 25 Best Companies to Work For!

We invest in your success. BeginningApril 13 youll take part in our awardwinning21week training programdesigned to build a strong foundation for a long-term career. Training will take placein person Monday through Friday8:00 AM 4:30 PM CST.100% attendance is important due to the amount of material covered.

After training schedule options may vary and may include weekend shifts. Options may include5x8or4x10schedules.

Ideal Candidates will have:

• Strong customer service empathy and multi-tasking skillsets

• Call Center experience preferred

• Insurance experience is a plus but not required

Learn more about our competitive benefits package here: Description Summary

Job Description

Key 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.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Personal Lines Customer Service Supervisor. Individual contributor role.

Typical Skills and Experiences:

Education: High school or comparable diploma required; some undergraduate studies preferred.

License/Certification/Designation: Licensing is required as is continuing education as required by state(s). Associates will be asked to acquire the required state licenses. If an associate fails or is unable to acquire required licenses/registrations within the time period designated by the business unit the associate may be terminated. Passing of comprehension and competency testing for technical and customer service skills required.

Experience: Two years insurance experience.

Knowledge Abilities and Skills: High level of competency in sales products and customer service preferred. Solid understanding of product offerings. Able to provide solutions using a structured thought process and/or problem-solving skills to achieve results. 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. Ability to do diagnosis issue resolution compliance focus active listening and customer advocacy. Abilities in time management schedule dependability basic math and interacting in a cohort learning environment. 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.

Other criteria including leadership skills competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring managers leader and HR Business Partner.

Values: Regularly and consistently demonstrates Nationwide Values.

Job Conditions:

Overtime Eligibility: Eligible (Non Exempt)

Working Conditions: Call center environment; may include 24/7/365 hours of operations. Extended periods of sitting/using personal computer and phone. Non-standard hours may be required based on customer demand resulting in phone or other contact volumes. Flexible work options may be available after successful performance is obtained.

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 coveragepaid 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.