Representative, Annuity Solutions Center

Nationwide•Grandview Heights, OH

1d•$46,345 - $60,800•Hybrid

About The Position

This role supports Nationwide’s Annuity Solutions customer service team. Representatives are a primary point of contact for customers, investment professionals, plan sponsors, and members, assisting with inbound calls, questions, policy or account requests, issue resolution, and education about products, services, and available solutions. The role requires understanding product, plan, and regulatory requirements; analyzing account, plan-fee, and plan-inquiry questions; and communicating Nationwide’s marketing strategies effectively. Associates complete role-specific training before moving to a hybrid work schedule. Training is expected to last approximately five to six weeks and may include classroom instruction, job shadowing, systems practice, and guided customer interactions. Training hours are generally Monday through Friday, approximately 10:00 a.m. to 6:30 p.m. Eastern Time, with some variation possible. After training, the schedule generally includes two required in-office days each week at either Grandview Yard in Grandview Heights, Ohio, or Scottsdale, Arizona. Departmental schedules are generally assigned between 8:00 a.m. and 8:00 p.m. Eastern Time, Monday through Friday. Remote work requires a direct Ethernet connection to the home router; Wi-Fi is not permitted. Company equipment is provided, and associates transport their company-issued laptop between work locations. The position is eligible for overtime and is non-exempt. It is based in a call-center environment, with extended periods sitting at a computer and taking phone calls. The stated minimum salary is $47,151 ($23 per hour); the posting also lists a national salary range of $46,345–$75,500 and an expected starting range of $46,345–$60,800, with placement depending on factors including skills, education, credentials, experience, and location. The role does not qualify for employer-sponsored work authorization, and Nationwide does not participate in the STEM OPT Extension program.

Requirements

High school diploma or equivalent.
At least one year of experience in customer service or sales-related occupations.
Excellent verbal and written communication skills.
Proficiency with computers and common office software.
Ability to understand general aspects of a plan or contract and use technology to enhance customer conversations.
Knowledge of insurance products and the sales process.
Understanding of applicable state and local laws and the legal implications of product features in different states.
Understanding of the consequences of failing to follow FINRA rules and regulations.
Acquire required federal and/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.
Work two required in-office days per week after successful completion of training, at the assigned Grandview Heights, Ohio, or Scottsdale, Arizona, location.
Use a direct Ethernet connection to the home router for remote work; Wi-Fi connections are not permitted.

Nice To Haves

Undergraduate degree in finance, business administration, insurance, economics, or communications.
ChFC, CLU, or other industry designation.
FINRA Series 6 and/or Series 63 licenses; these may be required depending on the assigned product, line of business, or distribution system.

Responsibilities

Receive and respond to incoming calls from investment professionals, plan sponsors, and members on a variety of topics.
Understand the different product suites, including current products and discontinued products that still require servicing.
Interpret and apply changes and enhancements to new and existing products based on daily change communications.
Identify the underlying questions and unstated needs of customers and offer consultative expertise.
Document conversations according to established processes to support customer knowledge and relationship development.
Follow FINRA and other professional licensing requirements, Nationwide policies, firm requirements, plan documents, and applicable state and local laws.
Educate customers about tax implications, penalties and surrender charges, death-benefit protection, lifetime income, capital preservation, and plan or contract benefits.
Analyze problems, determine appropriate actions, and strive for first-contact resolution; work with internal partners to resolve escalated issues when needed.
Apply lean methodology in daily interactions, including through problem-solving meetings and team huddles.
Meet individually with leadership monthly to develop career strategies and set goals and expectations.
Perform other responsibilities as assigned.

Benefits

Paid time off, including at least 18 days per full calendar year for newly hired associates, 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 of 50% on the first 8% contributed.
Company-paid pension plan.
Medical, dental, and vision benefits.
Life insurance.
Short- and long-term disability coverage.
Educational assistance.
Exclusive insurance discounts.
Hybrid and work-from-home opportunities.
Business-casual attire.