Job Description

Overview Hybrid role based in Grandview Heights, Ohio, with on-site presence at least two days per week on Tuesday and Wednesday. Working hours are 9:30am–6:00pm EST. FINRA licensing is not required for this role. This role does not qualify for employer sponsored work authorization. Nationwide does not participate in the STEM OPT extension program. Nationwide Financial is part of a Fortune 100 company committed to delivering extraordinary care to help individuals and businesses prepare for and protect their future. We’re looking for associates who are passionate about delivering exceptional service and building relationships with customers and partners. Job Description Summary Do you love connecting and building new business relationships? If you are curious, motivated to help people, and want to grow professionally, we want to hear from you. As an Analyst, you will provide prompt, efficient service for assigned product and/or service center internal and external customers. You will coordinate communication between contract holders, producers, and internal Nationwide departments, and review forms and files submitted by members or partners to ensure accurate entry into record-keeping systems. Key Responsibilities Prepares all materials to propose, sell and establish new plans and set up appropriate records: proposal illustrations, trust agreements, IRS determination reporting, employee communications and client administrative guides, census and plan information. Interprets plan provisions, product rules and guidelines to process requests in accordance with Plan and Legal requirements. Provides extraordinary care to customers through workflow management and meeting all required service level agreements. Proactively seeks opportunities to improve processes and the member experience using lean methodology. Follows up with internal administrative areas for completeness and accuracy of end policy/account products. Researches, reviews and analyzes errors and determines best course of action for workable solutions. Takes ownership of identifying and evaluating problems and analyzing customer inquiries to determine appropriate action. Conducts follow-up calls to service issues, de-escalates complex requests, and provides outstanding care during resolution. Understands topics that require insurance or securities licenses and routing to properly registered representatives when needed. Reviews and approves requests for withdrawals, exchanges, deposits, annuity purchases and contract cash-outs; requests additional information when necessary. Compiles management information such as contract and sold case activity as needed by internal management. Communicates with customers, sales force, other departments, regional and field offices, and outside industry partners on topics that do not require licensing. Collaborates to create innovative solutions and maintains appropriate records. Approves and processes business according to regulations, contract provisions and internal controls. Conducts in-good-order reviews or other servicing requests for Nationwide policies and customers for withdrawals, exchanges, deposits, annuity purchases and contract cash-outs. Assists with research for written responses to Nationwide formal complaints. Participates in special projects and collaborates to design, document, and implement process improvements and best practices. May perform other responsibilities as assigned. Qualifications Education: High school studies required; undergraduate studies desirable. Participation in technical coursework such as LOMA, CLU, ChFC desirable. License/Certification/Designation: FINRA Series 6 license preferred and may be required depending on product/line of business. Experience: Four or more years of related work experience, including customer service experience; cross-functional exposure preferred. Customer service experience required. Knowledge, Abilities and Skills: Knowledge of Nationwide’s suite of financial products. Excellent verbal and written communication skills; strong analytical and problem-resolution abilities. Ability to research, analyze and solve problems; multi-task and prioritize to meet time, service and quality standards. Strong teamwork and collaboration skills. Ability to understand and proactively act on customer needs. Demonstrated decision-making capabilities. Values: Regularly demonstrates Nationwide Values. ADA: The statements cover principal and essential functions; circumstances may require different duties. Job Conditions and Benefits Overtime Eligibility: Non-Exempt Working Conditions: Normal office environment. Licensing: Associates must obtain required federal and/or state licenses/registrations within the designated period. Additional licenses may be required for new products or services. A license requirement may include a credit check. Benefits: Includes medical/dental/vision, life insurance, disability coverage, paid time off, holidays, 401(k) with company match, and more. For details, please refer to the company benefits materials. EEO: Nationwide is an equal opportunity employer. We celebrate diversity and are committed to an inclusive culture where everyone is challenged, appreciated, respected and engaged. Note We value partnerships with employment agencies and do not accept unsolicited resumes without a signed engagement.* #J-18808-Ljbffr

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