Sr Financial Services Technical Lead

Nationwide•Grandview Heights, OH

1d•$55,000 - $102,000•Hybrid

About The Position

This is a hybrid role based in Grandview Heights, Ohio, requiring on-site presence at least two days per week. This role does not qualify for employer sponsored work authorization. Nationwide does not participate in the STEM OPT extension program. As a Technical Lead, you'll maintain and improve administration of financial product services by leading one or more service teams. You will monitor the workflow of team members to ensure time service standards are met for assigned product(s) and/or service center internal and external customers. You'll also oversee unusual or difficult cases, contribute to production activities and conduct quality reviews.

Requirements

Three years of experience in call center or service center environment.
High school diploma or equivalent required
Knowledge of call center or service center environment standard polices and practices.
Excellent communication skills.
Must have working knowledge of products, services and processes of the related business unit.
Proven leadership abilities.

Nice To Haves

undergraduate studies in business or related field preferred.
FINRA Series 6 and/or 26 licenses preferred, and may be required based on assigned product, line-of-business, or distribution system.

Responsibilities

Maintains and improves administration of financial product services according to the terms of the plan, contract and administrative services agreements by monitoring the team's incoming work activity via daily tracking. Responsible for ensuring service standards are met.
Develops and maintains procedures and training curriculum. Trains, mentors, and guides team members in all aspects of team's basic and complex functions and processes.
Reviews documentation, analyzes and interprets processing errors at a team and individual level. Resolves processing errors and implements necessary changes. Conducts analysis and provides feedback in improving productivity and quality of work at an individual team member and team level. Provides feedback by conducting quality reviews of team member's work output.
Oversees the handling of unusual or complex cases requiring knowledge of specialized complex subject matters to company policy, practices, and procedures to the appropriate managers.
Works closely with other Technical Leads to share optimal practices. Assists other Technical Leads in their absence. Participates in projects as necessary.
Provides input to Managers on improvement opportunities for team members' development and performance evaluations.
May perform other responsibilities as assigned.

Benefits

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