Role Description As our Enrollment Specialist, you’ll provide outstanding support to our customers through several methods of communication. You’ll engage with them via phone, email, chat, and our ticketing system with the primary function of completing enrollment transactions. You will also act as a follow-up contact to ensure our enrolled students are properly prepared for the learning journey with Infosec. You’ll be answering questions ranging from how to navigate our environment to customer questions on detailed logistics of their learning journey. Additionally, this role will provide project support to the Customer Experience Team on an as-needed basis. - Process boot camp enrollments into our internal systems - Reach out and contact students to guide them through a successful journey - Take advantage of every customer interaction to provide a memorable experience - Field incoming client support requests via phone and email - Document issues in support tickets and work with the client through resolution - Identify critical issues that need to be raised, and delegate them appropriately - Collaborate with internal teams to resolve dynamic issues Qualifications - Excellent written and verbal communication skills - Strong attention to detail and ability to troubleshoot software issues - 1-3 years customer service or administrative support experience - Self-motivated with superb time management skills - Ability to multitask and shift priorities when necessary - Helpdesk or customer service ticketing system experience a bonus (Salesforce.com, Service Cloud, Zendesk, etc.) Benefits - Comprehensive and rewarding Total Rewards package designed to support and empower our employees - Base pay range: $16.00 - $22.00 USD

Role Description If you’re passionate about helping people protect what matters most to them at a Fortune 100 company with nearly $70 billion in annual sales, 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! This is a fully remote role. The ideal candidate will: - Demonstrate strong people leadership and coaching ability, with a track record of driving performance through accountability and engagement - Communicate effectively and influence across teams and levels while managing both frontline agents and leadership stakeholders - Thrive in a fast-paced, metrics-driven contact center environment, balancing service, sales, and retention priorities - Be adaptable and versatile, with the ability to pivot quickly across competing priorities and support both inbound and outbound operations - Bring insurance and/or contact center leadership experience, with a solid understanding of customer experience and operational performance As a Supervisor, you'll oversee all aspects of licensed agents responsible for retention and sales-related efforts across multiple distribution channels and for multiple property/casualty and life products. You'll be responsible for the team's compliance of contact center metrics, underwriting guidelines, service standards for payment options, policy statements, complaints and other customer inquiries in a "first time final" mode. Supervises the completion of any related processing activities. Responsible for the development, coaching, training, and mentoring of individual team members. Supervises the interactive processes between unit/team and customers to ensure an outstanding customer experience. May provide back up support to support sales. Qualifications - Undergraduate studies in insurance, marketing, business administration, communication or related field highly desirable; college degree preferred. - Continuing education as required by state(s). Prefer participation in professional insurance coursework. - State licensing as required for property/casualty and life products. - Five or more years of related sales, retention and/or service experience. - Prefer at least two years of insurance industry experience and some supervisory and call center exposure. Requirements - Requires knowledge of personal lines and life insurance products, sales techniques, customer service, underwriting practices and procedures and regulatory requirements. - Ability to lead, coach and develop agents and other staff in all aspects of telephone insurance sales, retention and underwriting. - Requires necessary verbal and written communication skills to interact with agents, policyholders and prospective customers and other sales center functions. - Requires the ability to operate a personal computer and related sales, underwriting and business software. Benefits - 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

Role Description This role is integral to ensuring a seamless customer experience by efficiently managing orders, addressing inquiries, and providing detailed product information. The ideal candidate will be a service-oriented individual with a commitment to excellence in customer support. - Manage & monitor all order to cash account activities, process customer orders with precision, and ensure timely and accurate entry into our order management system. - Act as the primary contact for customer/reseller inquiries, providing prompt and reliable information & resolving customer issues. - Serve as a credit customer service representative, resolving questions regarding programs, processing, and payoff quotes. - Develop and maintain strong relationships with key customers, understanding their business needs and providing tailored solutions. - Train channel partner on order to cash business processes and policies that they are expected to perform. - Validate order accuracy with channel partner via phone, email, or chat. - Inform customers of product availability and initiate delivery. - Leverage logistics support analytics to move shipped products in assigned geography and meet the area/business unit demands. - Ensure compliance with legal, regulatory, and company policies and procedures in all customer operations activities. - Prepare and present detailed reports on customer operations metrics to identify trends and recommend actions to improve performance. - Proactively identify opportunities for process improvements and work with management to implement effective changes. Qualifications - Bachelor's degree preferred. - Minimum 2 years’ experience in customer service, sales, or related support role. - Strong interpersonal and communication skills including oral, listening, and writing skills to ensure effective communication to customers and suppliers. - Highly organized with the ability to prioritize tasks and manage time efficiently. - Strong attention to detail, comfortable with numbers. - Great team player and ability to achieve Win-Win conflict resolution. - Proficient with technology including MS Office, SAP, & Sales Force. - Strong analytical and problem-solving skills, with the ability to manage complex situations effectively. - Ability to travel 10-15%. Benefits - A culture that celebrates belonging and collaboration, promotes professional development and strives for a work-life balance that supports the team members. - Offers flexible work options to support your work and personal needs. - Full Benefit Package (Medical, Dental & Vision) that starts your first day. - 401k plan with company match, Profit Sharing & Retirement Savings Contribution. - Paid Vacation, Paid Holidays, Maternity and Paternity Leave, Education Assistance, Wellness Programs, Corporate Discounts, among other benefits.

• Develop and execute user retention strategies: Collaborate with cross-functional teams to design and implement comprehensive user retention strategies • Conduct data analysis: Utilize data-driven insights to identify user retention patterns, trends, and areas of improvement. Analyze customer behavior, engagement metrics, and churn rates to develop actionable recommendations. • Implement retention campaigns: Utilize CRM and retention tools like Clevertap/Braze/Moengage to execute targeted retention campaigns with personalized messaging, and behavioral triggers. Optimize customer journeys to increase engagement, loyalty, and repeat purchases. • Customer segmentation: Develop and refine customer segmentation strategies to identify different user segments based on behavior, demographics, and preferences. Tailor retention initiatives and messaging for each segment to drive maximum impact. • Monitor and analyze retention metrics: Continuously track and analyze key retention metrics such as churn rate, customer lifetime value (CLTV), and repeat purchase rate. Generate regular reports to monitor progress, identify areas for improvement • Test and optimize retention initiatives: Conduct A/B tests and experiments to evaluate the effectiveness of different retention initiatives. Optimize campaigns, messaging, and tactics based on data-driven insights to maximize user retention. • Stay updated on industry trends: Keep abreast of the latest industry trends, best practices, and emerging technologies in user retention. Apply knowledge and insights to enhance the effectiveness of retention strategies and campaigns.