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, June 16th 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 cha