Representative, Solutions Center
About The Position
The Representative provides service and consultative support to Nationwide members, partners, plan sponsors, investment professionals, and other customers. The role requires understanding product, plan, and regulatory requirements to analyze and resolve general account, plan fee, and plan inquiry questions, as well as effectively explaining Nationwide’s marketing strategies. Three months of Nationwide Solutions Center experience is required. The representative handles inquiries across current and discontinued product suites, applies product updates, documents customer interactions, and educates customers about plan and contract features and implications. The role emphasizes first-contact resolution, compliant service, collaboration with internal partners on escalated issues, and ongoing professional development with leadership.
Requirements
- Three months of Nationwide Solutions Center experience.
- High school diploma or equivalent.
- One year of experience in customer service or sales-related occupations.
- Knowledge of various insurance products and the sales process.
- Understanding of state and local laws relevant to legal implications of product features in different states.
- Understanding of the consequences of not following FINRA rules and regulations.
- 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.
- 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.
Nice To Haves
- Undergraduate degree in finance, business administration, insurance, economics, or communications.
- ChFC, CLU, or other industry designations.
- FINRA Series 6 and/or 63 licenses; these may be required depending on assigned product, line of business, or distribution system.
Responsibilities
- Receive and respond to calls from investment professionals, plan sponsors, and members on a variety of topics.
- Understand current and discontinued product suites that continue to require servicing.
- Interpret and apply changes and enhancements to products based on daily change communications.
- Identify underlying customer questions and unstated needs, providing consultative expertise.
- Maintain records of conversations and document interactions to support customer relationship management.
- Follow FINRA and other professional licensing requirements, Nationwide policies, firm and 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 and pursue first-time final resolution; work with internal partners to resolve escalated issues when necessary.
- Apply lean methodology through problem-solving meetings and team huddles.
- Meet with leadership monthly to develop a career path strategy and set goals and expectations.
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
