Member Care Representative 1 - Pet (Remote)

Are you passionate about being part of a team that delivers extraordinary care to help individuals and businesses prepare for and protect their retirement? If so, then Nationwide Financial could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.

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

​​At Nationwide, formerly known as Veterinary Pet Insurance (VPI), we provide medical policies for dogs, cats, birds and exotic pets. With more than 30 years in the industry, we are the oldest, largest and most experienced licensed pet insurer. We offer coverage to pet owners in all 50 states and our plans enable pets to receive service for thousands of medical conditions, routine vaccinations and routine care.  

​Your new career with Nationwide begins on Monday, January 13th and for the first two months, you will be in training, working Monday-Friday, 8am-4:45pm PST. After training, you will be assigned a permanent schedule; your shift could fall anytime during the hours of operation for the call center, which are Monday-Friday 5am-7pm PST and Saturday 7am-3:30pm PST. You must be available to work on Saturday's. 

​This is a remote role with a starting salary of $21/hour ($42,315 annually). 

​The ideal candidate: 

• ​Has a passion for providing excellent service to pet owners and their pets. 

• ​Will have a positive attitude and growth mindset that allows them to embrace changes an d challenges in the Pet Insurance business. 

• ​Has strong communication skills and can effectively explain complex policy information and coverage to members using clear and simple language. 

Internal only: Compensation band: C2.

Job Description Summary

Do you get excited about creating memorable experiences with people and have a passion for pets? Are you interested in a fast-paced call center environment that focuses on empathy, problem solving and compassion? Do you have strong critical thinking skills and the ability to make well informed decisions while navigating multiple systems? If so, we want to hear from you!

As a Member Care Representative I, you’ll join a team of positive and passionate associates who strive to create moments that matter with each interaction. You'll serve as a first contact for routine, inbound phone calls from customers about Nationwide Pet products.

Job Description

Key Responsibilities: 

• Provides quality member service through general understanding of member needs and timely response to inquiries. Strives for first call resolution by being prompt and thorough.

• Utilizes multiple resources simultaneously to educate members on questions related to policy information and coverage.

• Learns, understands, and incorporates medical terminology into conversations with members while reviewing medical documentation from veterinary partners.

• Identifies member concerns and provides solutions using critical thinking while balancing both the interest of the member and the interests of the company. 

• Supports a collaborative, problem solving environment with peers to identify trends and provide alternatives that foster a better member experience.

• Resolves a variety of member needs according to established business procedures while working to retain policies.

• Develops strong knowledge of products, processing systems, and related regulatory requirements.

• Promotes and fosters changes with a positive and constructive outlook to assist in the growth of the Pet business.

• Meets defined service expectations including, but not limited to, schedule dependability related to attendance and call center metrics.        

• Maintains detailed and accurate documentation on all member interactions. Communicates and interacts professionally with other departments and members to resolve and de-escalate issues as necessary.

• Prepares and processes correspondence to members upon request.

May perform other responsibilities as assigned.

Reporting Relationships:  Reports to Member Care Supervisor – Pet.

Typical Skills and Experiences: 

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

Experience:  Typically, one year of work-related experience; prefer experience in the insurance and/or industry or a phone-based customer service environment.

Knowledge, Abilities and Skills:  Must have working knowledge of Microsoft Office Suite, including but not limited to Word, Teams, etc.  Basic technical ability that requires a solid understanding of general business practices and terminology. Knowledge of insurance, customer service concepts, medical terminology preferred. Effective verbal and written communication skills necessary to interact with a diverse pool of internal and external contacts. Ability to identify and evaluate customer inquiries and problems and determine the appropriate actions. Ability to operate personal computer and related software for business applications. Must have the ability to type 30 words per minute. Additional competencies include critical thinking, attention to detail, multi-tasking, ability to be self-managed, and organizational skills.

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 or virtual environment with various 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.   

We currently anticipate accepting applications until 11/06/2024. 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

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.

The national salary range for Member Care Representative I - Pet : $42,315.00-$64,500.00

The expected starting salary range for Member Care Representative I - Pet : $42,315.00 - $52,000.00

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