Sr Financial Services Technical Lead
About The Position
Nationwide Financial is seeking a forward-thinking lead to drive project work, identify process-improvement opportunities, and guide teams through complex operational challenges. The role maintains and improves administration of financial product services by leading one or more service teams, monitoring workflow and service standards, overseeing unusual or difficult cases, contributing to production activities, and conducting quality reviews. This is a hybrid role based in Columbus, Ohio, with on-site presence required at least two days per week. The hired associate must live within 35 miles of Three Nationwide Plaza. The role does not qualify for employer-sponsored work authorization, and Nationwide does not participate in the STEM OPT extension program. It is non-exempt and eligible for overtime, with a normal office working environment. The position 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 call center or service center standard policies and practices.
- Excellent communication skills.
- Working knowledge of 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.
- The role does not qualify for employer-sponsored work authorization; Nationwide does not participate in the STEM OPT extension program.
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 and process improvement.
Responsibilities
- Maintain and improve administration of financial product services according to plan, contract, and administrative services agreements.
- Monitor the team's incoming 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 functions and processes.
- Review documentation; analyze and interpret processing errors at team and individual levels; resolve errors and implement necessary changes.
- Analyze productivity and work quality and provide feedback to improve individual and team performance.
- Conduct quality reviews of team members' work output.
- Oversee unusual or complex cases requiring specialized subject-matter knowledge, escalating them to appropriate managers as needed.
- Work with other Technical Leads to share optimal practices, provide coverage in their absence, and participate in projects as necessary.
- Provide Managers with input on team members' development opportunities and performance evaluations.
- Perform other responsibilities as assigned.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short- and long-term disability coverage
- Paid time off: newly hired associates receive 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
Senior
Education Level
High school or GED
