Sr Financial Services Technical Lead

Nationwide Mutual Insurance•Columbus, OH

1d•Hybrid

About The Position

The Sr Financial Services Technical Lead maintains and improves the administration of financial product services by leading one or more service teams. The role monitors team workflow to ensure service standards are met for assigned products and for internal and external customers. It also oversees unusual or difficult cases, contributes to production activities, and conducts quality reviews. This hybrid role is based in Columbus, Ohio, requires on-site presence at least two days per week, and requires the associate to live within 35 miles of Three Nationwide Plaza. The role is non-exempt and eligible for overtime, reports to a Manager, and has no direct reports.

Requirements

At least three years of experience in a call center or service center environment.
High school diploma or equivalent.
Knowledge of standard policies and practices in a call center or service center environment.
Excellent communication skills.
Working knowledge of the products, services, and processes of the related business unit.
Proven leadership abilities.
Must reside within 35 miles of Three Nationwide Plaza in Columbus, Ohio.
Must be able to work on-site at least two days per week in Columbus, Ohio.

Nice To Haves

Undergraduate studies in business or a related field.
FINRA Series 6 and/or Series 26 licenses; these may be required depending on the assigned product, line of business, or distribution system.
Experience with automation, process improvement, and leading people.

Responsibilities

Maintain and improve administration of financial product services in accordance with plan, contract, and administrative services agreement terms.
Monitor incoming team work activity through daily tracking and ensure service standards are met.
Develop and maintain procedures and training curriculum.
Train, mentor, and guide team members in basic and complex team functions and processes.
Review documentation and analyze and interpret processing errors at team and individual levels.
Resolve processing errors and implement necessary changes.
Analyze productivity and work quality and provide feedback to improve performance at individual and team levels.
Conduct quality reviews of team members' work output.
Oversee unusual or complex cases requiring specialized knowledge of company policies, practices, and procedures, and refer matters to appropriate managers.
Work with other Technical Leads to share optimal practices and provide coverage for them when they are absent.
Participate in projects as needed.
Provide Managers with input on team members' development opportunities and performance evaluations.
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.