Investment Support Analyst-2

Nationwide•Columbus, OH

18h•$56,000 - $84,000•Hybrid

About The Position

The Investment Support Analyst assists Investment Specialists and identifies clients with potential financial needs, with the opportunity to develop a future career as a financial advisor. The role provides education, issue resolution, and transactional service to Nationwide Securities LLC (NSLLC) clients through inbound and outbound calls. Its objectives include deepening client relationships, connecting clients with in-house financial advisors, and retaining and growing client assets. The associate builds relationships with clients, identifies retention opportunities, supports account reviews and operational processing, and shares information about NSLLC products and services. The role works in a call-center structure with scheduled phone availability and adherence to planned work schedules. It reports to a Manager and has no direct or indirect reports. The work is performed in a normal office environment, with three days in the office and two days remote. The associate must live within 35 miles of One Nationwide Plaza in Columbus, Ohio. This position is exempt and not eligible for overtime.

Requirements

High school education.
FINRA SIE, Series 7, Series 63, and State Life/Annuity Insurance Agent licenses are required within 120 days post-hire. Additional licenses or registrations may be required as new products and services are implemented. Failure to obtain required licenses within the designated period makes the associate ineligible to continue in the position.
Strong verbal and written communication skills, especially over the phone.
Working knowledge of insurance or financial business processes.
Ability to operate a personal computer and business software.
Ability to understand broker-dealer products, business models, operational procedures, and policies.
Ability to problem-solve, diffuse confrontational calls, identify issues, determine an appropriate course of action, and maintain focus on resolution.
Ability to provide transactional-level service to clients when possible and needed.
Ability to work scheduled call-center availability and adhere strictly to planned work schedules.
Ability to perform non-standard or extended work when required by project needs.
Must reside within 35 miles of One Nationwide Plaza, Columbus, Ohio.
Must obtain any required registrations while completing onboarding and additional licensing requirements if not already held.

Nice To Haves

Active Series 6 or Series 7 and Series 63 registrations.
Undergraduate studies in business or finance.
Three years of experience in the financial services industry and/or a customer service or call-center role.

Responsibilities

Build client relationships by introducing qualified, warm leads to Investment Specialists and partnering with them to understand client needs and discuss relevant NSLLC products and services.
Identify retention opportunities arising from beneficiary claims and support the transition from a claim to a new account for beneficiaries.
Call targeted clients to discuss financial goals and encourage meetings with Investment Specialists; also make outbound calls to provide information, resolve issues, answer questions, and notify clients of account or paperwork issues.
Complete account reviews to support Investment Specialists and provide information about clients’ current investments and financial goals.
Provide clients with market insights and education about available NSLLC products and services.
Respond to existing and prospective broker-dealer customers with education, issue resolution, and transactional service; act as the first point of contact for escalated client situations.
Receive inbound calls to the NSLLC trade desk and complete assigned brokerage reports.
Support client operations, including money movement, account opening, and paperwork resolution.
Maintain up-to-date records of conversations and use broker-dealer systems.
Meet scorecard requirements for activity and quality metrics, product knowledge, retention opportunities, and professional development.
Develop professionally through product training, coaching, and partnerships with Investment Specialists.
Apply knowledge of industry trends, competitive intelligence, state legislation, market movements, and investment changes or performance when consulting with Investment Specialists.
Communicate information clearly and confidently, involve appropriate partners to resolve issues, follow up to confirm completion, and make outbound calls as needed to answer remaining questions and close interactions.
Use broker-dealer policies, procedures, and staffing roles to resolve issues and answer questions.
Provide operational processing assistance to the Business Processing Team as required.
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.