Analyst, Client Services

Are you passionate about being part of a team that delivers extraordinary care to help individuals and businesses prepare for and protect their retirement? If so, then Nationwide Financial could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.

At Nationwide Financial Services, we believe in providing extraordinary care to our customers and continuously improving our processes. As part of our team, you will have the opportunity to:

• Develop Your Skills: Gain valuable experience in financial services, customer service, and workflow management.
• Make an Impact: Help improve processes and enhance the customer experience through lean methodology.
• Collaborate and Innovate: Work with various departments and external business units to create innovative solutions.
• Grow Professionally: Participate in special projects and continuous learning opportunities.

Key Skills and Capabilities for Success:

• Customer Service Excellence: Provide outstanding care to customers, de-escalate complex requests, and ensure service level agreements are met.
• Attention to Detail: Review and approve requests for withdrawals, exchanges, deposits, and other transactions with accuracy.
• Problem-Solving: Research, review, and analyze errors to determine the best course of action and provide workable solutions.
• Communication: Effectively communicate with customers, sales force, and other departments on various topics.
• Process Improvement: Proactively seek opportunities to improve processes and enhance the customer experience.
• Technical Knowledge: Understand plan provisions, product rules, and guidelines to process requests in accordance with legal requirements.
• Collaboration: Work with internal and external teams to design, document, and implement process improvements and best practices.

This role does not qualify for employer-sponsored work authorization.  Nationwide does not participate in the Stem OPT Extension program.

Role will be filled in Iowa and current remote associates will also be considered.

#LI-YA1

(Internal use Only: D2 Pay Band)

Job Description Summary

Do you love connecting and building new business relationships? If you have a natural curiosity, are passionate about helping people and want to accelerate both your personal and professional growth, we want to know more about you!
As an Analyst, you'll 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. We’ll count on you to review forms and files submitted by members or partners to ensure accurate entry into record keeping systems.

Job Description

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 guide, 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 our customers through workflow management and meeting all required service level agreements. Proactively seeks out opportunities to improve processes and the members experience through use of lean methodology. 

• Follows up with appropriate internal administrative areas for completeness and accuracy of the end policy/account product.

• Researches, reviews and analyzes errors and determines best course of action for a workable solution. Takes ownership of identifying and evaluating problems and analyzing customer inquiries to determine appropriate action. 

• Conducts follow up calls to service issues and questions, de-escalating complex customer requests and providing outstanding care during resolution. Includes understanding topics that require insurance or securities license and registration and when and how to route those inquiries to the properly-registered representative.

• Reviews and approves requests for withdrawal, 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/or field offices and other industry companies on topics that do not require insurance or securities licensing and registration. Collaborates and networks with outside business units to create innovative solutions for internal and external customers. Maintains appropriate records.Approves and processes business according to government regulations, contract provisions and internal procedures and controls.

• Conducts in good order reviews or other applicable requests for servicing Nationwide policies and customers for withdrawal, exchanges, deposits, annuity purchases and contract cash-outs. 

• Helps with research for written responses to Nationwide formal complaints.

• Participates in special projects as assigned. Collaborates with appropriate staff to design, document, and implement process improvements and best practices

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Operations Division Manager or Unit Manager.

Typical Skills and Experiences:

Education: High school studies. 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, based on assigned product/line-of-business or distribution system. 

Experience: Four or more years of related work experience, including customer service experience, preferably with cross-functional business unit exposure. Customer service experience required. 

Knowledge, Abilities and Skills: Knowledge of Nationwide's suite of financial products. Excellent verbal and written communications skills in order to manage relationships with internal and external customers. Strong analytical and problem resolution skills. Ability to research, analyze and solve problems, leveraging existing and innovative methodologies. Ability to understand, anticipate and proactively act on customer needs. Proven decision-making skills necessary for customer contacts. Ability to multi-task, independently manage work and establish priorities that conform to time, service and quality standards. Strong team-building and collaboration skills.

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: Non Exempt (Eligible)

Working Conditions: Normal office environment.

Associates must acquire the required federal and/or state licenses/registrations within the time period designated by the business unit. Additional licenses/registrations may be required when new products and services are implemented. If an associate fails to acquire the required licenses/registrations within the designated time period, the associate will be ineligible to continue in the position. NOTE: A credit check may be required if a license is required for this position.

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.