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Solutions Center Representative (ISS)
Ref No.: 22-05558
Location: Scottsdale, Arizona
Initial training starting on August 16, 2022 is 5-weeks, Training days are Monday-Friday, all times are in PST, Weeks 1 & 2 are 7:00 am - 2:00 pm PST, Weeks 3 & 4 are 7:00 am - 4:30 pm PST. Week 5 varies and will be during normal working hours which are Monday-Friday. Training is virtual in nature. Post-Training (normal) work hours during the day are flexible, once again Monday-Friday, during a work-window between 7:00 am - 6:00 pm local time. Hires can select a a permanent Work From Home option or a hybrid schedule of Work From Home and Work From Office

•             After approximately 6 months (could be shorter or longer) you would have the opportunity to interview to be hired on. If you are hired on, you would receive a pay increase!
•             After hired on, you would be offered to start studying for a Series 6 license test. Nationwide would pay for the test and study materials!
•             After you pass the test it opens the doors to so many opportunities at Nationwide such as finance, sales, or management roles
•             The goal of this position is to develop skills that will help you advance into other opportunities at Nationwide
•             You will not be selling anything, and it’s not required to have sales experience
•             Manager will want to know that you are open to getting into sales in the future after you pass the Series 6
 
Summary:
•        This is a customer service focused role, you would be receiving inbound calls from existing customers regarding existing accounts
•        Common questions you will receive in the position:
o   What are the values of my account?
o   Who is my beneficiary?
o   Can you explain the policy?
o   Can I take a loan out from this policy?
 
 
Job Description from Nationwide:
 
JOB SUMMARY:
Provides superior service and sales support to producers. Provides superior service support to customers. Processes business in accordance with government regulations, contract provisions, and internal procedures and controls. Is knowledgeable of our products and can handle different types of inquiries. Analyzes and resolves routine issues. Uncovers routine sales opportunities on service calls with producers and retains assets with Nationwide.
 
JOB RESPONSIBILITIES:
•             Receives and responds to incoming calls from producers and customers. Handles service and sales inquiries.
•             Understands the assigned product and can provide service to internal and external customers. Maintains records of conversations and has knowledge and understanding of the current processing systems
•             Demonstrates an understanding of customer needs and emphasizes prompt responses.
•             Educates consumers and producers on product features and benefits. Is able to communicate product information in an easy to understand manner
•             Analyzes problems to determine proper course of action
•             Can resolve routine errors and involves the appropriate internal administrative areas to ensure accurate completeness of other issues. Follows-up to ensure completion.
•             Turns service inquiries into sales opportunities