Customer Relations Coordinator (Remote)

If you're passionate about influencing the customer experience to enable customer-driven growth and deliver extraordinary care, then Nationwide's Office of the Chief Customer Officer could be the place for you!
Compensation Grade: D2
Fully remote work available.
Work schedule will be 9:30am EST - 6:00pm EST.
Summary
Customer-service and complaint resolution experience are preferred.
Do you thrive in an environment where you can provide exceptional customer service and use your problem-solving skills to resolve issues and concerns? As a Customer Relations Coordinator (CRC), within the Office of Customer Relations, you’ll be an advocate for the customer working across the enterprise to successfully resolve problems and concerns.
At Nationwide, the customer is why we exist, and the CRC role is vital in understanding and responding to the voice of the customer. Using critical communication skills, you’ll work with various business units across the enterprise to address and resolve customers’ concerns while adhering to state regulatory guidelines. If you have the drive and desire to be an advocate for our customers, we want to know more about you!

Key Responsibilities:

• Advocates for customer by collaborating with business units to explore options for resolutions. Educates/translate business decisions to the customer, bridging the gap between customer needs and business resolution.
• Monitors timelines to ensure ample time to meet internal and external timeframes. Ensures corporate quality initiatives and state regulatory requirements are met.
• Acts as company liaison and a point of contact with regulatory, other agencies and the customer. Collaborate and communicate promptly and effectively with customer, regulatory agencies, leadership, business units, vendors and Office of General Counsel as needed.
• Coordinates input from various business unit(s) and incorporates into a cohesive and comprehensive response. Drafts, reviews or revises a response, ensuring all issues are addressed and the information is factual and grammatically accurate. Confirm regulatory compliance is assured and all requested documentation is provided. Follow up after resolution to ensure stated actions have occurred.
• Counsels resolvers on best practices and compliance policies. Provides recommendations for alternative wording to affect a comprehensive resolution. Conducts formal and informal training for resolvers and associates in complaint handling/process and customer services expectations to ensure appropriate resolution and customer interactions. Demonstrates technical knowledge to build relationships and trust as the subject-matter expert.
• Analyzes, deciphers and translates written and verbal messages from state insurance departments, policyholders and/or complainants to identify impactful issues to be addressed and communicates the expectations to the appropriate business unit. Researches appropriate policy and claims systems to determine and validate critical data to initiate complaint routing to ensure data is compliant and accurately captured in e-power center and response letter.
• Identifies and analyzes service trends and potential regulatory compliance risks and communicate to the appropriate business units and/or leadership with data analysis.

May Perform Other Responsibilities As Assigned.
Reporting Relationships: Reports to Director/Manager. Individual Contributor.
Typical Skills And Experiences
Education: Undergraduate studies and/or technical insurance course work.
Experience: Typically, four or more years related work experience, preferably with cross- functional exposure. Customer service experience desirable.
Knowledge, Abilities and Skills: Policies, practices and procedures in areas such as claims, underwriting, marketing, policyholder services and premium/rating. Customer service methodologies. Verbal and written communication skills for frequent contact with customers, other employees, all levels of management and department of insurance personnel. Ability to analyze complaint situations/service problems and evaluate and recommend solutions. Ability to operate a personal computer with business software.
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 Resources Business Partner.
Values: Regularly and consistently demonstrates the Nationwide Values.
Job Conditions
Overtime Eligibility: Eligible (Nonexempt)
Working Conditions: Contact center environment; possible 24/7/365 hours of operation. Extended periods of sitting/using personal computer and phone. Overtime and/or non-standard hours based on work 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.
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.
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 Customer Relations Coordinator : 42,315.00-75,500.00
The expected starting salary range for Customer Relations Coordinator : 42,315.00 - 60,800.00