Representative, Solutions Center - Financial Services

Nationwide Mutual Insurance•Scottsdale, OH

4d•Hybrid

About The Position

This opportunity supports Nationwide's Life, Annuity, and Retirement Solutions customer service teams. Representatives serve as a primary point of contact for customers, assisting through inbound service calls, responding to questions, processing policy or account requests, resolving issues, and educating customers on products, services, and available solutions. Associates will complete role-specific training before transitioning into a flexible hybrid work environment. Training is expected to last approximately 5 to 6 weeks, with specific dates provided prior to the start of each class. Anticipated class start dates will be in November. Training hours are generally Monday through Friday, approximately 10:00 a.m. to 6:30 p.m. Eastern Time. Hours may vary slightly based on business needs and training activities. Training may include classroom instruction, job shadowing, systems practice, and hands-on customer interactions with guidance from experienced team members. Upon successful completion of training, associates will transition to a hybrid work schedule with two required in-office days per week in either Grandview Yard (Columbus, OH) or Scottsdale, AZ. In-office schedules will generally follow either Tuesday/Wednesday or Wednesday/Thursday pattern, depending on team assignment and business needs. Associates generally follow a hybrid schedule with two in-office days per week at 1000 Yard Street, Grandview Heights, OH 43212 or 18700 North Hayden Rd, Scottsdale, AZ 85255. Depending on business needs, role assignment, and geographic location, certain positions may be eligible for a fully remote work-from-home arrangement. Equipment is provided for both office and work-from-home environments. Associates are responsible for transporting their company-issued laptop between locations. Remote work requires a direct Ethernet connection to the home router using company-provided equipment. Wi-Fi connections are not permitted. Work schedules may be assigned within departmental operating hours, generally between 8:00 a.m. and 8:00 p.m. Eastern Time, with some teams supporting customers as late as 11:00 p.m. Eastern Time. Rotational Saturday schedules may be based on business needs. Some positions within the Life, Annuity, and Retirement Solutions organization may require industry licenses as part of the role or may offer licensing as a professional development opportunity. For positions requiring securities licensing, associates are not required to hold licenses at the time of application or hire. Nationwide provides comprehensive support to obtain the necessary licenses, including: Paid study time, Study materials, Classroom instruction and coaching, Payment of applicable exam fees. Required licenses may include the Securities Industry Essentials (SIE), and Series 6. When applicable, the SIE and Series 6 licenses must be obtained within 170 days of employment. Your total rewards package includes a minimum salary of $47,151 with a competitive benefits package. We have an array of benefits to fit your needs, including: 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, and more. Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. The national salary range for Representative, Solutions Center - Financial Services : $46,345.00-$75,500.00 The expected starting salary range for Representative, Solutions Center - Financial Services : $46,345.00 - $60,800.00

Requirements

High school diploma or equivalent required.
One year of experience in customer service, sales related occupations.
Knowledge of various insurance products and the sales process.
Solid understanding of the state and local laws necessary to understand the legal implications of certain product features in different states.
Understands the consequences of not following the FINRA rules and regulations.
Excellent verbal and written communication skills to effectively communicate with others.
Proficiency with computers and common office software.
Ability to understand general aspects of plan/contract and utilizes technology to enhance conversations with customers.
Associates must acquire the required federal and/or state licenses/registrations within the time period designated by the business unit.
Remote work requires a direct Ethernet connection to the home router using company-provided equipment. Wi-Fi connections are not permitted.

Nice To Haves

Undergraduate degree in finance, business administration, insurance, economics, communications preferred.
ChFC, CLU, other industry designations desirable
FINRA series 6 and/or 63 licenses preferred and may be required based on assigned product/line-of-business or distribution system.

Responsibilities

Receives and responds to incoming calls from investment professionals, plan sponsors and members on a variety of topics.
Understands the different product suites, including current line-up and products no longer sold that still require servicing.
Responsible for interpreting and applying all changes and enhancements to new and old products, based on the daily change communications.
Identifies the question(s) behind the question to proactively offer consultative expertise and uncover the unstated need.
Maintains a record of the conversations and follows a process of documentation to support our strategy of knowing our member better than anyone and use the information in a way that drives the relationship deeper.
Follows all rules and regulations to ensure compliance with FINRA or other professional licensure requirements, Nationwide policies, firms, plan documents and state and local laws.
Educates customers to ensure understanding of tax implications, penalties/surrender charges, death benefit protection, lifetime income, capital preservation and/or benefits pertaining to the plan/contract.
Analyzes problems to determine proper course of action, striving for first time final resolution.
When necessary, works with internal partners to resolve escalated issues.
Integrates lean methodology into daily interactions through problem-solving meetings and team huddles.
Develops and grows through monthly individual meetings with leadership to set in place a career path strategy.
Setting goals and expectations to achieve success in the role as well as future opportunities.
May perform other responsibilities as assigned.

Benefits

Paid time off
401(k) with company match of 50% on the first 8% you contribute
Company-paid retirement (pension) plan
Comprehensive medical, dental and vision benefits
Hybrid and work from home opportunities
Educational assistance
Exclusive insurance discounts
Paid study time
Study materials
Classroom instruction and coaching
Payment of applicable exam fees
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
business casual attire