Financial Services Analyst - ALO

Nationwide•Grandview Heights, OH

9h•Hybrid

About The Position

Are you passionate about being part of a team at a Fortune 100 company with nearly $70 billion in annual sales that delivers extraordinary care to help individuals and businesses prepare for and protect their future? If so, then Nationwide Financial could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers and partners are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care. This position supports Nationwide’s Life Billing & Payments Processing team within Annuity Life Operations (ALO). The ideal candidate will possess the following: Attention to detail, strong time management skills and follow-through to meet SLA’s The ability and comfort to navigate multiple applications/screens Strong analytical and curious problem-solving approach Customer Service Orientation Possess a continuous-improvement mindset Work Location & Schedule: This role will be hired on a SuccessFlex basis and is a hybrid work role, requiring two days in office (Tues & Wed). The office location is: 1000 Yard Street, Grandview Heights, OH 43212 You must reside within a 35-mile radius of the listed address. Hours: Mon – Fri 9:30 AM – 6:00 PM EST 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.

Requirements

High school studies. Undergraduate studies desirable. Participation in technical coursework such as LOMA, CLU, ChFC desirable.
Four or more years of related work experience, including customer service experience, preferably with cross-functional business unit exposure. Customer service experience required.
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.

Nice To Haves

FINRA Series 6 license preferred, and may be required, based on assigned product/line-of-business or distribution system.

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.

Benefits

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