Representative, Retirement Solutions Center - Financial Services

Nationwide•Columbus, OH

1d•$46,345 - $75,500•Hybrid

About The Position

The Representative supports and services 457 Retirement accounts by responding to inquiries and assisting with rollovers, distributions, loan processing, and participant education on products, services, and online tools. The role provides service to members, partners, plan sponsors, and investment professionals, and requires understanding product, plan, and regulatory requirements to analyze and resolve account, plan-fee, and plan-related questions. Representatives also communicate Nationwide's marketing strategies to customers. The position is remote or hybrid depending on proximity to a Nationwide office. Associates living within 35 miles of the Columbus, Ohio, or Scottsdale, Arizona, offices must work onsite two days per week; candidates outside that radius may be eligible for fully remote work. Training lasts seven weeks, Monday through Friday, 9:00 a.m. to 5:30 p.m. Eastern Time. After training, shifts may fall between 8:00 a.m. and 11:00 p.m. Eastern Time, Monday through Friday, with possible Saturday shifts from 9:00 a.m. to 6:00 p.m. The role is in a call center environment and involves extended periods sitting at a computer and taking phone calls. The position requires SIE and Series 6 licenses, which are not required to apply or begin work. Nationwide provides paid study time, study materials, classroom support, and covers exam fees. Both licenses must be completed within 170 days of employment. The role is overtime-eligible and non-exempt, and reports to a Supervisor/Manager with no direct reports.

Requirements

High school diploma or equivalent.
One year of experience in customer service or sales-related occupations.
Acquire required federal and/or state licenses or registrations within the timeframe designated by the business unit; SIE and Series 6 must be completed within 170 days of employment for this role.
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.
Ability to follow applicable FINRA rules and regulations and understand relevant state and local laws and product-feature legal implications.

Nice To Haves

Undergraduate degree in finance, business administration, insurance, economics, or communications.
ChFC, CLU, or other industry designations.
FINRA Series 6 and/or Series 63 licenses, which may be required depending on assigned product, line of business, or distribution system.
Knowledge of various insurance products and the sales process.
Other leadership skills, competencies, and experiences may take precedence.

Responsibilities

Respond to incoming calls from investment professionals, plan sponsors, and members on a variety of topics.
Understand current and discontinued product suites that still require servicing.
Interpret and apply changes and enhancements to existing and new products using daily change communications.
Identify the underlying questions and unstated needs to provide proactive, consultative assistance.
Document customer conversations according to established processes and use information to deepen relationships.
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, pursue first-contact resolution, and work with internal partners to resolve escalated issues when needed.
Apply lean methodology through problem-solving meetings and team huddles.
Meet monthly with leadership to develop a career path strategy and set goals and expectations.
Perform other responsibilities as assigned.

Benefits

Paid time off; newly hired associates receive 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.
Medical insurance.
Dental insurance.
Vision insurance.
Life insurance.
Short- and long-term disability coverage.
Educational assistance.
Exclusive insurance discounts.
Paid study time, study materials, classroom support, and exam fees covered for required licensing.
Business casual attire.