Nationwide Customer Service Representative, Personal Lines in Dublin, Ohio

Nationwide encourages you to complete our Member Care Realistic Job Preview for this role prior to applying. This is a simple and interactive tool that with help you decide if the role is a good match for your interests and preferences. Please click on the following link to begin:

(NOTE: This link will NOT work with the Nationwide-approved version of Internet Explorer. Internal candidates should cut and paste the link into Mozilla Firefox, Safari or Google Chrome.)


About Us

Nationwide is a leader in the insurance and financial services industry in America. We are a Fortune 69 company with a mission to keep our members, their loved ones, and their belongings protected.

We commit to every employee and community we serve by emphasizing employee development and charitable partnerships. That’s how we win Gallup’s Great Workplace Award year after year and why we’re ranked #54 among Fortune’s 100 Best Companies to Work For.

Your Team

We are growing our Personal Lines Service team in Columbus. Personal lines provides service to our members, agents and business partners, delivering an easy, consultative experience at every touchpoint!

We have fun here working together as a team while also valuing individual contributions. Intuition and initiative are the keys to ensuring customer satisfaction – effective resolutions are found during the first call, for every member.

The main goal of the team is to deliver quality service and solutions that exceed our members' expectations.

Reporting Relationships: You report to the Personal Lines Service Leader; you have no direct reports.

About You

So, you think you’ve got what it takes to make the cut? Personal Lines Customer Service Associates are:

  • Go-getters committed to making sure the member has a resource to lean on when they need it most

  • Cool, calm, and collected (able to de-escalate a tough call effectively)

  • Out-of-the-box solution finders; resourceful

  • Resilient; up for the challenges of change

  • Dedicated to creating effortless member experiences

  • Comfortable talking with members about technical/billing information

  • Excited about working in a dynamic, fast-paced environment

  • Able to multi-task and navigate a PC with multiple screens

  • Enthusiastic about helping others, including team members

  • Interested in a career, not just a job!

You should also have:

  • A high school diploma – and preferably some college coursework

  • One year of experience in customer service

  • General knowledge of insurance policies and business practices with excellent call skills

  • Willingness to become an expert on Nationwide’s policies, systems, & products

  • The ability to obtain state licensing as required

Job Summary

A typical day in the life of a Customer Service Associate:

  1. Answering complex calls regarding insurance products

  2. Using available resources to make policy changes, billing/policy questions, and payments as hassle-free as possible

  3. Diagnosing member issues completely and efficiently while satisfying company guidelines

  4. Processing necessary forms for requested changes

  5. Participating in training for new technical/customer service concepts or cross-training in products lines and platforms

  6. Jumping in to complete other tasks as needed

Compensation & Benefits

You receive a starting salary of $32,000 with opportunities to increase pay based on performance. Other benefits include:

  • Enjoying time with your family/pets/yourself with up to 18 days of paid time off and 9–10 paid holidays per year

  • 10-15% shift differential on qualifying shifts

  • A 401k match and company-funded pension plan

  • Medical, dental, and vision insurance (part of our Wellness Program)

  • Up to $5250 in tuition reimbursement per year after your first year

  • Flexible scheduling opportunities

  • Excellent opportunities for growth and promotion

  • Network of diverse employee resource groups

  • Special discounts through Abenity along with a variety of other corporate discounts

Training & Work Schedule

Your career at Nationwide begins onAugust 14, 2017 with an award-winning 10 1/2 -week training program that is designed to set you up for success and confidence in your new role. Your training schedule will be Monday–Friday, 8:00am - 4:30pm followed by a regular work schedule. Schedules are offered on a 5x8 or 4x10 basis. 5x8 schedule is 1:00pm - 9:30pm with Tuesday and Sunday off - the Saturday shift is 10:00am - 6:30pm. The 4x10 option is 11:00am – 9:30pm with Wednesday, Thursday,and Sunday off - the Saturday shift is 9:00am - 7:30pm.

JOB SUMMARY: Responsible for handling inbound calls of moderate complexity regarding insurance policies from policyholders, agents, third parties, and business partners. Completes and processes all necessary forms. Creates an exceptional customer experience while contributing to individual and team goals. Provides process and performance improvement recommendations.

REPORTING RELATIONSHIPS: Reports to PL Service Supervisor


  1. Answers moderately complex inbound phone calls from policyholders, agents, third parties, and business partners who are inquiring about insurance products.

  2. Reduces customer call backs by creating a simple, hassle-free interaction for the caller.

  3. Responsible for using all available resources to make policy changes, answer policy, and billing questions, take payments, and provide requested documentation.

  4. Completes and processes all necessary forms. Follows up for necessary documents in order to process requested changes.

  5. Participates in technical and customer service skills training to stay aware of current and best practices.

  6. Diagnoses customer issues at a developing level. Provides solutions and uses a structured thought process to achieve results while balancing customers’ needs with company guidelines. Majority of calls will be moderate, but may take overflow of complex calls if necessary.

  7. Provides process and performance improvement recommendations.

  8. Is fully cross trained on all available product lines for the business unit.

  9. Some positions may require bilingual skills.

  10. Some positions may require knowledge and use of two platforms.

  11. Performs other duties as assigned.


Education: High school studies; some undergraduate studies preferred.

License/Certificates: For some positions state licensing could be required. Continuing education as required by state(s). Associates may be asked to obtain the required state licenses within the time period designated by the business unit. If an associate fails or is unable to obtain required licenses /registrations within the time period designated by the business unit.

Experience: Meets minimum experience level for Member Care Representative I. In addition, typically three months of foundational training and experience; successful demonstration of holistic foundational experience including performance and company strategy elements. Demonstrated experience in moderate call handling.

Knowledge: Knowledge of general business practices and terminology. Familiarity with insurance and customer service concepts. Mastery of foundational call skills including Nationwide billing and billing systems, Nationwide policies and systems, data management, end-to-end process understanding, product knowledge, and technical knowledge. Is fully cross-trained on all insurance products for the business unit.

Skills/Competencies: Strong verbal and interpersonal skills to communicate technical insurance and billing information to policyholders, agents, third parties, and peers. Analytical skills to analyze billing information. Requires strong multi-tasking and computer navigational skills.

Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.

Staffing Exceptions to the above Minimum Job Requirements must be approved by the: Director and Human Resources.


Overtime Eligibility: Nonexempt (Eligible)

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 this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

Credit Check: Due to the fiduciary accountabilities, for some positions a valid credit check and/or background check may be required as part of the selection process.

Job Evaluation Activity: 10/2012 CAH

Job Function/Family: CUS/PCC