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!
Will require a Series 63 license.
Job Description Summary
Do you love connecting and building new business relationships? If you have a natural curiosity, are excited about helping people and want to accelerate both your personal and professional growth, we want to know more about you!
As a Team Lead, you'll be responsible for leading and developing the technical knowledge of associates that provide superior sales and service support to financial professionals, agents and customers. You will serve as the subject matter authority and be responsible analyzing and resolving complex and advanced inquires that require extensive product and regulatory knowledge.
Job Description
Key Responsibilities:
- Leads associates with varying levels of skill sets and ensures associates are knowledgeable of all applicable job aspects and can handle different types of inquiries.
- Provides day-to-day mentorship and feedback to team members.
- Handles escalated issues and shares resolution with team members to prevent repeated issues. Generates and analyzes reports, then coaches on findings to ensure timely and accurate service to customers and financial professionals. Provides feedback to supervisor/manager regarding improvement opportunities.
- Collaborates with manager in reviewing call effectiveness. Listens to calls for accuracy, reviewing with the supervisor/manager and providing feedback. Coaches to expectations of associate's role.
- Participates in special projects as assigned. Acts on behalf of the supervisor/manager as necessary. Provides management information as needed. Serves as key team instructor/trainer. Partners with the training department to prepare and deliver ongoing training to team members. Guides new associates on technical aspects after they have completed formal, new associate training. Helps identify needs and content for new training and facilitate training on changes.
- Conducts analysis to identify training opportunities and/or procedural changes and makes recommendations to management to ensure consistency in all aspects of the associate's role. Partners and continuously communicates with other team leads to ensure consistent training throughout teams.
- Assists with case design, business consultations, product updates, training, product rollouts, education and support. Identifies the question(s) behind the question to proactively offer consultative expertise.
- Provides advanced level of sales consultation and solutions to financial professionals. Uncovers sales opportunities by turning service inquiries into sales leads within own business segment and/or to support other products by providing a sales lead.
- Analyzes and educates customers to ensure understanding of tax implications, penalties/surrender charges, death benefit protection, lifetime income, capital preservation and/or benefits pertaining to the contract.
May perform other responsibilities as assigned.
Reporting Relationships: Reports to Supervisor/Manager and does not have direct reports.
Typical Skills and Experiences:
Education: Undergraduate degree in finance, business administration, insurance, economics, communications preferred
License/Certification/Designation: SIE and Series 6 may be required based on assigned business unit.
Experience: Four years of experience in customer service, sales-related occupation.
Knowledge, Abilities and Skills: Knowledge of assigned products, regulatory requirements, plan design; installation and continuing service of severed products, products, contracts and distribution channels is desirable. Understands the consequences of not following the FINRA rules, such as arbitration, financial loss to associate and Nationwide, sanctions/penalties that could impact the associate's eligibility to remain in this role. Excellent verbal and written communication skills to effectively communicate with others. Proven ability to analyze plan documents and contracts; analyze customer's or producer's needs and determine the most appropriate solution and to set work priorities according to established standards.
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 Nationwide Values.
Job Conditions:
Overtime Eligibility: Not Eligible (Exempt)
Working Conditions: Call center environment. Extended periods of time sitting in front of a computer and taking phone calls.
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.