Insurance Services Analyst II - 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.

Begin your career with Nationwide on October 12, 2026 — recognized as one of the Fortune Top 25 Best Companies to Work For!

Training

We invest in your success. Beginning October 12, you’ll take part in our award‑winning 21‑week training program designed to build a strong foundation for a long-term career. Training will take place virtually, Monday through Friday, 8:00 AM – 4:30 PM CST.100% attendance is important due to the amount of material covered.

Permanent Schedule

After training, schedule options may vary and may include weekend shifts. Options may include 5x8 or 4x10 schedules.

Standard Call Center Business Hours: Monday through Friday 7 a.m. - 8 p.m. CT; Saturday and Sunday 8 a.m. - 6 p.m. CT.

Salary

• The approximate starting salary is $47,250 (approximately $23.45/hour, based on a 38.75-hour workweek)

• Additional 10–15% shift differential available for qualifying schedules

Preferred Skills & Experience

• Prior insurance industry experience is required; Property & Casualty (P&C) experience is preferred.

• Strong critical thinking and problem-solving skills with the ability to navigate challenging conversations and complex service scenarios.

• Proven commitment to delivering a high level of customer service and building positive customer relationships.

• A Personal Lines Agent License is nice to have at the time of hire. Candidates who do not currently hold the license must be willing and able to obtain it as part of the training and onboarding process.

 

Benefits

Learn more about our competitive benefits package

This role does not qualify for employer-sponsored work authorization.  Nationwide does not participate in the Stem OPT Extension program.

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Job Description Summary

Do you love providing great customer service and using your expertise to help solve complex challenges? If you are a strong communicator, analytical and agile, love problem-solving and helping people, we want to hear from you!
As an Insurance Service Analyst II for personal line products, you will provide customer service support to customers and agents, at times serving as an extension of the agency. You will analyze and resolve complex inquires that require expert knowledge. And the outstanding customer service you provide can positively impact the policy retention and sales revenue of the company. For your co-workers, you can be a technical resource and problem-solver to support business units throughout the enterprise.

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 manager’s 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.

We currently anticipate accepting applications until 08/13/2026. 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. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at 888-944-2247.

For NY residents please review the following state law information: Notice of Employee Rights, Protections, and Obligations LS740 (ny.gov) https://dol.ny.gov/system/files/documents/2022/02/ls740_1.pdf

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.

Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range. Note on Compensation for Part-Time Roles: Please be aware that the salary ranges listed below reflect full-time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full-time schedule.

The national salary range for Insurance Services Analyst II - Personal Lines : $46,345.00-$80,700.00

The expected starting salary range for Insurance Services Analyst II - Personal Lines : $46,345.00 - $65,100.00