Supervisor, Retention Direct Distribution - Commercial Lines REMOTE

If you’re passionate about helping people protect what matters most to them, 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 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.

Job Description Summary

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 Supervisor, you'll oversee licensed agents who are responsible for retention and sales-related efforts across multiple distribution channels for commercial line products. You'll ensure the team's compliance of traditional contact center metrics, underwriting guidelines, service standards related to payment options, policy statements, complaints and other customer inquiries. In addition, you'll supervise completion of any related processing activities. We'll count on you to develop, coach, train and mentor individual team members to ensure an outstanding customer experience.

Job Description

Key Responsibilities:

• Achieves retention objectives through the coordination and supervision of retention agent activities. Uses coaching and leadership skills to encourage agents to meet and exceed business unit and personal goals.

• Provides input to the planning, development and monitoring of retention plans and objectives at the unit, product and division level. Analyzes results for unit and recommends improvements.

• Facilitates training for direct retention agents to ensure that they acquire and maintain currency in products, systems, underwriting, regulations, sales techniques, and service.

• Supervises unit work volume, delegates responsibilities, coordinates non-standard schedules and makes recommendations regarding staffing needs. Creates and maintains records and reports.

• Manages associates, including hiring, evaluation, performance management, salary planning and administration, training, workflow planning and disciplinary actions, according to Nationwide policies and practices.

• Provides input to the department budget and is responsible for performance against individual team budget. Monitors and reports data that may impact overall operating results.

• Maintains current understanding of product, sales, and regulatory practices and procedures.

• Coordinates resolution of customer complaints. Interacts with and consults with other units/functions to answer/eliminate issues. Handles advanced sales questions and problems.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Direct Commercial Lines Manager or Director. Responsible for direct supervision of Direct Commercial Lines Retention Agents.

Typical Skills and Experiences:

Education: Undergraduate studies in insurance, marketing, business administration, communication or related field highly desirable; college degree preferred. Prefer participation in professional insurance coursework.

License/Certification/Designation: State licensing as required. Continuing education as required by state(s). Associates must acquire the required state licenses within the time period designated by the business unit. If an associate fails to obtain required licenses/registrations within the designated time period, the associate will be ineligible to continue in the position.

Experience: Five or more years of related work experience in service of insurance. Prefer at least two years of insurance industry experience, and some supervisory and call center environment exposure.

Knowledge, Abilities and Skills: Advanced knowledge of commercial lines products, customer service, underwriting practices and procedures, sales techniques and regulatory requirements. Must have excellent knowledge in products sold and of the distribution channels required. Must be knowledgeable about the practices in training and mo