Sr. Analyst, Client Services-2

Nationwide Mutual Insurance•Columbus, OH

1d•Hybrid

About The Position

Nationwide Financial is seeking a Senior Analyst to support the administration of qualified retirement plans and help clients and participants achieve financial well-being. The role combines technical expertise and relationship management, working with producers, plan sponsors, actuaries, third-party administrators (TPAs), and plan providers (PPAs). The Senior Analyst serves as a liaison between Nationwide Financial and small to mid-size PPAs, TPAs, and plan sponsors, providing ongoing plan-administration support, assistance with governmental audits, meeting preparation and facilitation, support for sales personnel, and presentations to prospective customers. This hybrid position is based in Columbus, Ohio, and requires on-site presence at least two days per week. It is an exempt role and is not eligible for overtime. The position reports to a Manager and has no direct reports. The work is performed in a normal office environment.

Requirements

High school diploma or GED.
Two to three years of service industry experience.
Basic digital literacy and aptitude to learn new systems.
Ability to manage high volumes of work.
Solid customer service and interpersonal skills, and a teamwork approach.
Ability to communicate effectively verbally and in writing.
Ability to establish priorities.
Ability to analyze business issues and recommend solutions.
Learn basic retirement plan knowledge and begin pursuing and complete ASPPA RPF 1/2 courses.

Nice To Haves

Undergraduate studies are desirable.
Nationwide Financial experience in a wholesale distribution model is preferred.

Responsibilities

Drive and implement continuous improvement to elevate customer service.
Communicate with plan sponsors and their representatives, investment professionals (IPs), TPAs, and PPAs regarding qualified retirement plan administration.
Serve as a point of contact for plan sponsors, IPs, TPAs, and PPAs.
Develop and manage relationships with internal and external clients and business partners.
Identify client and business needs, service requirements, key issues, alternative solutions, and resources.
Create and upload participant vesting files.
Monitor customer emails and route them to the appropriate location.
Process loan reconciliations and loan management system conversions.
Manage incoming phone calls and email queues from front-line administrator staff, plan sponsors, and investment professionals.
Support payroll, statement management and updates, billing and invoices, audit questions, distributions and refunds, tax reporting, default suspense setup and maintenance, automatic enrollment, Roth and Roth conversions, online enrollment, Form 5500 and Schedule C reporting, automatic rollovers, trust reporting, suspense, data-file creation, and automatic asset rebalancing.
Research, coordinate, and communicate issue resolution with plan sponsors, administrators, and investment professionals.
Support and assist administrator front-line staff with Nationwide websites and applications.
Onboard new plans and provide functional training and assistance.
Identify and resolve technical issues.
Advise and influence plan sponsors, administrators, and investment professionals on process and service options.
Organize and send mass communications to administrators and plan sponsors (TPAs).
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