This position is responsible for handling basic to complex telephone/email/chat/fax inquiries from internal and external customers in an efficient, professional, and accurate manner. Provides customers with product knowledge and resolves customers concerns. Utilize functional expertise and knowledge of the business to support, develop and lead new initiatives, and maximize growth and profitability of the business.
Key Responsibilities:
• Provides support for customers by handling inquiries via calls/emails/chats, and demonstrates knowledge, understanding and experience to handle volume of internal and or external customer inquiries may include escalations
• Resolves complex questions/concerns and refer other inquiries to appropriate areas as needed
• Project Management: To initiate, execute, communicate and document projects as needed
• May act as a liaison to other departments where follow-up will be required to meet customers needs
• Assists in identifying process improvement opportunities
• Engages, inspires, educates and mentors, new hires and incumbents
• Collaborates with other areas to identify, analyze, and improve processes
• Inputs and tracks into the appropriate databases
Supervisory Responsibilities:
This job does not have supervisory duties.
Education and Experience:
• High School Diploma or GED (Required)
• 0-2 years experience (Preferred)
• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.
Functional Skills:
• Advanced product knowledge and insurance regulations knowledge
• Excellent working knowledge of Nationwide's systems required to perform the role
• Ability to sell and service policies (based on requirements of the department)
• Ability to diffuse customers and agents
• Excellent working knowledge of billing concepts and Nationwide billing systems
• Effective oral and written communication skills
• Intermediate problem-solving skills
• Ability to adjust schedule according to business need
This is a hybrid role where candidates are required to be in the Boise Regional office once a week (Tuesday).
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Job Description Summary
Do you love connecting and building new business relationships? If you have a natural curiosity, are excited about helping people and want to accelerate both your personal and professional growth, we want to know more about you!As the Analyst, you’ll be responsible for supporting internal and external contacts by efficiently handling Group Benefits insurance inquiries via telephone, email, chat, and fax. You will be tasked with low-to-high-level data entry regarding the sales process from start to finish in collaboration with the sales team and business partners. You will provide clerical solutions while leveraging business acumen to support successful sales partnerships and maximize efficiency in the sales process.
Job Description
Key Responsibilities:
Respond to sales inquiries across multiple channels (calls, emails, chats, faxes), demonstrating advanced product and business knowledge.
Resolve complex questions from agents, escalating issues as needed.
Initiate, execute, and communicate on projects as required.
Collect, enter, organize and verify accuracy of data provided in sales process documents.
Generate and maintain data reports as it relates to sales production and additional metrics.
Collaborate with other departments to ensure accurate documentation and maintain confidentiality of sensitive information.
Demonstrate critical thinking through the sales process.
Identify sales process improvements and provide innovative solutions.
Mentor new hires and existing team members through acquired skillsets.
Foster positive business relationships with coworkers, agents and additional business partners.
Efficiently prioritize sales inquiries with multistep processes
May perform other responsibilities as assigned.
Reporting Relationships: Reports to Manager or Director.
Typical Skills and Experiences:
Education: High school diploma or GED required.
Experience: One or more years of customer service or data entry experience preferred.
Knowledge, Abilities and Skills: Excellent working knowledge of company systems and sales processes. Ability to prioritize workflow. Strong oral and written communication skills. Intermediate problem-solving skills. Ability to be external client facing. Ability to adjust schedule according to business needs. Detail oriented as it relates to data accuracy. Ability to manage multiple daily tasks and multi-step data entry processes. Proficiency in office software including word processors and spreadsheet applications.
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 Human Resource Business Partner.
Values: Regularly and consistently demonstrates the Nationwide Values.
Job Conditions:
Overtime Eligibility: Non-exempt (eligible)
Working Conditions: This role is office based with options for hybrid remote work available in specified locations.
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.
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.
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 Analyst, Sales Support - Group Benefits : $46,345.00-$80,700.00The expected starting salary range for Analyst, Sales Support - Group Benefits : $46,345.00 - $65,100.00