Nationwide Member Care Rep I - Pet in Brea, California






The information between the asterisks contains specific information about this position while the information after the asterisks contains general information about jobs in this job family at Nationwide.

Full-Time Customer Care Representatives – Brea, CA

About the Company

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.

Scope of the Position

In these full-time roles at our modern call center, you will perform computer database research to obtain information for policyholders, advise customers on payment schedules and status, administer pay plan changes, resolve routine discrepancies, address Pet Claims related inquiries, and prepare correspondence. Providing quality interactions that enhance the customer experience is a key responsibility!

Hours of Operation

The call center is operational Monday through Friday, 5am - 7pm (PT) and Saturdays, 7am - 3:30pm (PT). Required scheduling on Mondays and Saturdays.


Requires 4 years of customer service or call center experience; Must be comfortable working with multiple systems simultaneously and type a minimum of 40 wpm without errors, have a professional/team-player attitude; strong computer skills; familiarity with medical terminology; and a high school diploma (some college preferred). Medical background a plus. Veterinary background a plus. Candidates that receive an offer of employment must pass a background check and drug test.

What We Offer

Nationwide provides competitive compensation, health insurance, 401(k), flexible spending accounts, employee assistance program, and pet policy discounts. Best of all, Nationwide is afun place to work! Starting rate of pay is $16.82 per hour.

For Consideration

You must include your availability schedule when submitting your resume. Please mention any conflicts that may interfere with training or normal business hours.

Our next Training Class will begin on Monday, May 7th, 2018

*During training, your hours will be 9:00 AM to 5:45 PM Monday – Friday for the first 2- 4 weeks *

Awarded schedules will commence upon successful completion of full-time training.

JOB SUMMARY: Responsible for handling routine in-bound phone inquiries from members regarding Nationwide Pet products in fast pace call center environment. Resolves a variety of member needs according to established procedures. Adapts quickly to people processes and technology. Creates an exceptional member experience while contributing to individual and team goals.

RELATIONSHIP: Reports to Supervisor; No Direct Reports


  • Serves as first contact on routine in-bound phone inquiries from members regarding Nationwide Pet products.

  • Provides quality member service through general understanding of member needs and timely response to inquiries.

  • Strives for first call resolution (FCR) by being prompt and thorough.

  • Responsible for using all available resources to educate members on questions related to policy information & coverage, payment inquires, claims processes, and guidance through web portal.Diagnoses member issues and provides solutions while using a structured thought process to achieve results.Maintains detailed documentation on all member or policy interactions.

  • Balances the interest of the member with the interests of the company.

  • Resolves a variety of member needs according to established procedures.

  • Communicates and interacts with other departments to resolve issues as necessary.

  • Handles callbacks to policyholders as needed.

  • Prepares and processes correspondence to policyholders upon request including mailing forms or sending faxes.

  • Proactively attempts to retain policies.

  • May be required to handle difficult inquiries with the guidance of next level support.

  • Develops basic knowledge of assigned product(s), processing systems, internal controls and related regulatory requirements.

  • Expected to meet defined service expectations including and not limited to schedule dependability related to attendance.

  • Delivers a positive memorable experience by providing prompt, high quality service in all interactions.

  • Performs other duties as assigned.


Education: High school diploma or equivalent; some undergraduate studies preferred.

Experience: Typically one year work-related experience; prefer experience in the insurance industry or a phone-based customer service environment.

Knowledge: Basic technical ability that requires a working knowledge of general business practices and terminology. Knowledge of insurance, customer service concepts, medical terminology preferred.

Skills/Competencies: Effective verbal and written communication skills necessary to interact with

internal and external contacts. Ability to identify and evaluate customer inquiries and problems and

determine the appropriate actions. Ability to operate personal computer, related software for business

applications, must be able to type 30 wpm. Additional competencies include critical thinking, attention to detail, multi-tasking,organization skills.Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.

Staffing Exceptions to the above minimum job requirements must be approved by: VPI Leadership and Human Resources


Overtime Eligibility:

Working Conditions: Call center or virtual environment with various hours of operations. Extended periods of sitting/using personal computer and phone. Non-standard hours based on phone 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.

Job Family/Function: CUS/PSV

Job Evaluation Activity: BS 1/2016