Financial Services Analyst

Nationwide•Grandview Heights, OH

1d•$46,345 - $80,700•Hybrid

About The Position

The Financial Services Analyst provides prompt, efficient service to internal and external customers for assigned products and service centers. The role coordinates communication among contract holders, producers, and Nationwide departments; reviews submitted forms and files; and ensures accurate entry into record-keeping systems. This position primarily supports individual annuity servicing, including death claims, withdrawals, agent setup, and annuitization. It also handles other servicing transactions and inquiries in accordance with contract provisions, applicable laws and regulations, and internal procedures. The analyst researches and resolves issues by reviewing contracts, transaction history, and system notes; maintains accurate records and documentation; and follows established workflows, quality controls, and service-level agreements. The role may involve customer follow-up, handling escalated requests, supporting formal complaint responses, and contributing to process improvements and special projects. The position is intended for someone interested in developing a long-term career in annuity operations and willing to cross-train as business needs evolve. The position is based in Columbus, Ohio, with a SuccessFlex schedule requiring two days in the office and three days remote. The associate must reside within 35 miles of Nationwide’s Grandview location. The position is non-exempt and eligible for overtime. It reports to an Operations Division Manager or Unit Manager.

Requirements

High school studies; customer service experience is required.
Four or more years of related work experience, including customer service experience; cross-functional business unit exposure is preferred.
Strong verbal and written communication skills for managing internal and external customer relationships.
Strong analytical, research, and problem-resolution skills.
Ability to understand, anticipate, and proactively act on customer needs.
Sound decision-making skills for customer contacts.
Ability to multitask, independently manage work, and establish priorities that meet time, service, and quality standards.
Strong team-building and collaboration skills.
Ability to learn and apply complex product, contract, and system rules with strong attention to detail.
Customer-focused approach emphasizing accurate, timely, and empathetic service.
Ability to work in a fast-paced, high-volume setting and cross-train across annuity servicing functions.
Must acquire any required federal or state licenses or registrations within the time period designated by the business unit; additional licenses or registrations may be required as products and services are implemented.

Nice To Haves

Undergraduate studies.
Technical coursework such as LOMA, CLU, or ChFC.
FINRA Series 6 license; it may be required depending on the assigned product, line of business, or distribution system.
Knowledge of Nationwide’s suite of financial products.
Cross-functional business unit exposure.

Responsibilities

Review and process annuity death claim notifications and supporting documentation.
Process partial and full withdrawal requests in accordance with contract provisions and internal procedures; validate forms and approvals, research contract values, and apply applicable fees or restrictions.
Set up and maintain agent or producer records, and process changes to demographics, licensing status, and hierarchy.
Process annuitization requests, verify elections and required forms, and set up income options according to contract provisions and customer elections.
Use standard processing systems, workflows, job aids, and quality controls, and maintain clear documentation for regulatory, audit, and quality requirements.
Prepare materials to propose, sell, and establish new plans and set up appropriate records, including proposal illustrations, trust agreements, IRS determination reporting, employee communications, administrative guides, census information, and plan information.
Interpret plan provisions, product rules, and guidelines to process requests in accordance with plan and legal requirements.
Manage workflows and meet service-level agreements; identify opportunities to improve processes and the member experience using lean methodology.
Follow up with internal administrative areas to ensure policy and account records are complete and accurate.
Research, review, and analyze errors and customer inquiries, identify problems, and determine appropriate actions and workable solutions.
Conduct follow-up calls, de-escalate complex customer requests, and route inquiries requiring insurance or securities licensing to appropriately registered representatives.
Review and approve requests for withdrawals, exchanges, deposits, annuity purchases, and contract cash-outs; request additional information when needed.
Compile management information, such as contract and sold-case activity, as needed.
Communicate with customers, sales personnel, internal departments, regional or field offices, and other industry companies on matters not requiring insurance or securities licensing or registration.
Maintain appropriate records and approve and process business in accordance with government regulations, contract provisions, and internal procedures and controls.
Conduct good-order reviews and other applicable servicing reviews for Nationwide policies and customers.
Assist with research for written responses to formal complaints.
Participate in special projects and collaborate on designing, documenting, and implementing process improvements and best practices.
Perform other responsibilities as assigned.

Benefits

Medical, dental, and vision coverage.
Life insurance.
Short- and long-term disability coverage.
Paid time off, with newly hired associates receiving a minimum of 18 days per full calendar year, prorated quarterly based on hire date.
Nine paid holidays.
Eight hours of Lifetime paid time off.
Eight hours of Unity Day paid time off.
401(k) with company match.
Company-paid pension plan.
Business casual attire.