Retention agent - personal lines

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.

Your career at Nationwide with an award-winning training program that is designed to set you up for success and confidence in your new role. Qualified candidates will have strong customer service and communication skills and will be sales focused. This is a fully remote role.

Salary: Base salary of $48,000

Training: Our award-winning 12-week (10 weeks for licensed) training program schedule will be Monday–Friday, 8:00 AM - 4:30 PM CT.

Permanent Schedule: After training, associates will pivot to a permanent schedule, of 10:30am-7pm CT Monday-Friday with inclusion of shift-bid opportunities to move to other shifts at regularly-scheduled intervals. Candidates MUST be available for the full training duration and permanent work schedule.

This position cannot be hired in the following states: CA, NV, NY

Technology requirements for work from home:

• 30 mbps download/3 mbps upload
• Acceptable internet service provider technologies- broadband cable, fiber
• Wired connection between work equipment and home internet equipment
• Two open Ethernet ports for call center associates using Cloud Phone

Benefits: We offer a competitive benefits package which includes:

• Paid time off
• 401(k) with company match of 50% on the first 8% you contribute
• Company-paid retirement (pension) plan
• Comprehensive medical, dental and vision benefits
• Educational assistance
• Exclusive insurance discounts

Job Description Summary: Whether working to sell new or retain existing business, 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 contact customers to provide a full range of services designed to retain business and increase customer's awareness of the Nationwide brand. We'll count on you to provide an outstanding customer experience of all personal lines products in all states and segments on phone calls and online chats. You'll process policy-related additions, changes and other processing activities as needed. You'll have opportunities to provides back-up support to sales agents by selling new property/casualty insurance business by phone or internet contact with prospective customers in multiple states.

Key Responsibilities:

• Makes and receives calls from current policyholders to perform various retention-related activities, including cross-selling additional Nationwide products. Meets customer service production expectations and quality standards. Receives sales calls, quotes and binds new business, and is responsible for the respective related documents for all states, including those with complex underwriting guidelines.
• Contacts policyholders after their claim has been closed to provide a service review and inquire about their claims experience.
• Contacts customers to save policies from cancellation. Acquires all required trailing documents, underwriting requests or other documentation necessary to resolve issues.
• Contacts current policyholders via telephone to process policy changes and advise policyholder on retention-related efforts from underwriting on more complex situations.
• Responds to ad hoc retention-related opportunities; internal phone transfers, emails, chat request and notifications from the service center, Nationwide Financial, etc.
• Interprets contracts and/or policy provisions to provide explanations and information to customers regarding coverage for all property and casualty and other product policies. Determines and enters accurate information into all related systems.
• Maintains current, in-depth understanding of customer service techniques, overall processing and product updates and related system improvements.
• Serves as subject matter authority on such topics as system changes, user acceptance testing, new product releases and assistance in the roll out and adoption with peers. Participates in user meetings with Nationwide Technology, project team and consultants. Assigned to miscellaneous projects.
• Provides process and performance improvement recommendations.
• May performs other responsibilities as assigned.

Reporting Relationships: Reports to Supervisor or Manager.

Typical Skills and Experiences:

Education: High school diploma or equivalent required. Undergraduate studies in insurance, marketing, communications or related field preferred, but not required.

License/Certification/Designation: State licensing as required for property/casualty and life products in 45 states. Continuing education as required by state(s). Associate must acquire the required state licenses within the time period designated by the business unit. If an associate fails to acquire required licenses/registrations within the designated time period, the associate will be ineligible to continue in the position.

Experience: Three or more years related work experience in property/casualty sales preferred. Prefer insurance industry experience and call center exposure. Minimum one year of sales experience; Nationwide sales associate experience preferred.

Knowledge, Abilities and Skills: Knowledge of property/casualty and life insurance products, insurance processing systems and procedures and practices, state regulations and customer service practices. Knowledgeable in all states and products including new sales, policy maintenance and processing.

Possesses strong written and verbal communication skills needed to explain technical insurance information to policyholders, agents and others. Strong ability to influence prospective policyholders to select Nationwide products. Proven ability to operate personal computer and business software.

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

Job Conditions:

Overtime Eligibility: Eligible (Non-exempt)

Working Conditions: Normal call center environment.

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/Background Check: Due to the fiduciary accountabilities within this job, a valid credit and/or background check will be required as part of the selection process.

We currently anticipate accepting applications until 09/18/2026. However, we encourage early submissions, as the posting may close sooner if a strong candidate slate is identified before the deadline.

Benefits: We have an array of benefits to fit your needs, including: 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, 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.

This position could be filled within any of the lower 48 U.S. states.

Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations.