Commercial Lines Retention Agent - Direct Distribution

If you’re passionate about helping people protect what matters most to them at a Fortune 100 company with nearly $70 billion in annual sales, as well as innovating and simplifying processes and operations to provide the best customer value, then Nationwide’s Property and Casualty team could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers and partners are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.

This Commercial Lines Retention Agent role is remote. Qualified candidates must hold a valid Property and Casualty (P&C) insurance license or obtain one within two weeks of their start date. Continued employment is contingent on obtaining and maintaining the required license. This position includes 10-12 weeks of training which runs from 8:00 am to 4:30 pm central Monday through Friday.

Candidates must be available for the entire training period.

After the training period, required work hours are 8:00 to 4:30 central time.

The person in this role will support commercial lines customers in a fast-paced, service-focused environment. They must be able to make timely, sound decisions; prioritize competing demands; communicate effectively; and navigate multiple systems and screens while assisting customers and addressing retention opportunities.

• Commercial lines insurance experience or knowledge

• Sales, customer service, or account-retention experience, including the ability to address concerns and overcome objections

• Bilingual Spanish-language skills

• Strong organization and prioritization skills

• Ability to manage multiple tasks and systems accurately

• Strong verbal and written communication skills

#LI-TH1

Whether working to service or retain existing business or sell new products, we are customer-focused, positive, persistent and tenacious. Our products are designed to protect our customers, and we know that insurance coverage has the potential to make their worst day better. If you are technologically savvy, can connect and communicate in a fast-paced environment and adapt easily to changes, we want to know more about you!

As a Retention Agent, you'll work to provide a full range of services designed to retain business and increase customers' awareness of the Nationwide brand. We'll count on you to provide an outstanding customer experience while promoting small commercial lines products in all states and segments on outbound and inbound phone calls and online chats. You'll be responsible for cross‑selling new products to current policyholders and to quote/bind new products for new customers.

Processing policy‑related additions, changes and performing other processing activities also will be key to success. In addition, selling new small commercial products to prospective customers in multiple states will be important.

Key Responsibilities:

• Makes and receives calls to/from current policyholders to perform various retention‑related activities, including cross‑selling additional Nationwide products. Meets customer service production expectations and quality standards.

• Receives in‑bound sales calls, quotes and binds new business, and is responsible for the respective trailing documents for all states and exclusively for states with complex underwriting guidelines.

• Contacts current policyholders by phone to process policy changes and advise policyholder on retention‑related efforts. Helps peers with questions on underwriting guidelines.

• Contacts policyholders after their claim has been closed to provide a review and inquire about their claims experience.

• Contacts customers with pending cancellations to save policies from canceling. Acquires all required trailing documents, underwriting requests or other documentation necessary to resolve issues.

• Performs retention‑related functions or services for all distribution channels and business divisions.

• Responds to ad hoc retention‑related opportunities.

• Identifies potential discounts and works with customer to acquire the requirements to qualify for the discounts.

• Interprets contracts and/or policy…