Remote Pet Insurance Member Care Associate

Nationwide; Columbus (OH); Remote; USD 26,000 - 37,000; Full time

Job summary

Nationwide seeks a dedicated Member Care Representative I - Pet to join our remote team. You will handle routine inbound calls, assist pet owners with policy questions, and work toward first-call resolution while learning product details and regulatory requirements.

We value clear communication, empathy, and attention to detail as you navigate medical terminology and multiple systems to support members and retain coverage.

Qualifications

• High school diploma or equivalent; some undergraduate studies preferred.
• Typically, one year of work-related experience; prefer experience in the insurance and/or industry or a phone-based customer service environment.
• Must have working knowledge of Microsoft Office Suite, including Word and Teams; basic business terminology knowledge.

Responsibilities

• Provides quality member service through understanding member needs and timely responses; aims for first call resolution.
• Educates members on policy information and coverage using clear language.
• Learns and applies medical terminology while reviewing veterinary partner documentation.
• Identifies member concerns and provides solutions using critical thinking, balancing member and company interests.
• Supports a collaborative problem-solving environment with peers to improve member experience.
• Resolves member needs per procedures and strives to retain policies.
• Develops knowledge of products, processing systems and regulatory requirements.
• Promotes changes to assist in growing the Pet business.
• Meets service expectations and attendance metrics; maintains documentation of interactions.
• Prepares and processes correspondence to members upon request.

Skills

Customer service

Communication

Medical terminology

Typing 30 wpm

Education

High school diploma

Tools

Microsoft Office

Job description

Nationwide seeks a dedicated Member Care Representative I - Pet to join our remote team. You will handle routine inbound calls, assist pet owners with policy questions, and work toward first-call resolution while learning product details and regulatory requirements.

We value clear communication, empathy, and attention to detail as you navigate medical terminology and multiple systems to support members and retain coverage.