Team Lead, Pension Ops - Private Client Services

Nationwide Mutual Insurance • Columbus, OH

17h • Hybrid

About The Position

Nationwide Financial, a Fortune 100 company with nearly $70 billion in annual sales, is seeking a Team Lead for Pension Operations within its Private Client Services. This role is part of a team dedicated to helping individuals and businesses prepare for and protect their future by delivering extraordinary care. The company focuses on products and services that support the financial well-being of retirement plans and their participants, combining technical expertise with relationship management to create better futures. This is a hybrid position located in Columbus, Ohio, requiring two days per week in the office. While the intention is to fill the role in Columbus, internal remote candidates with critical industry skills and relevant experience may be considered. The role does not qualify for employer-sponsored work authorization, and Nationwide does not participate in the STEM OPT extension program. As a Team Lead, you will monitor Case Administrators, Senior Case Administrators, and other support personnel, serving as the initial point-of-contact for Preferred Pension Administrators (PPAs) on case administration issues. You will also coordinate feedback from sales and internal positions, and monitor team production, compiling performance statistics for management.

Requirements

• Undergraduate studies in accounting, finance, business administration, communication, marketing or related areas.
• FINRA SIE and Series 6 licenses are required within 120 days of hire.
• At least six years of experience in customer service in a financial services environment, relationship management, communications, sales management or related field.
• Expert level knowledge of Nationwide's suite of financial products.
• Expert level knowledge of retirement services, and pensions and retirement benefits industry.
• Strong knowledge of the legal climate surrounding the industry.
• Excellent verbal and written communications skills to manage relationships with internal and external customers.
• Attention to detail and ability to research problem situations thoroughly.
• Strong customer service focus.

Nice To Haves

• Experience in case administration strongly preferred.

Responsibilities

• Maintains records and provides management with status reports as the need arises.
• Generates and analyzes reports as requested by management.
• Serves as liaison to other support and/or service teams.
• Functions as the initial point-of-contact for high-level issues if Specialist or Support associates are unable to satisfy the request.
• Maintains superior customer relations by providing quality and timely service, maintaining excellent relations with PPAs and various internal areas.
• Monitors and provides guidance on verbal and written communication with other internal/external personnel regarding problem issues and processing needs.
• Monitors and coaches all activities and personnel required for timely and accurate processing of multiple administrative support functions.
• Assigns work, monitors processes/procedures, and establishes or changes production standards and schedules to ensure compliance with established guidelines.
• Participates in assigned projects and task teams; provides input and performs research/analysis; reports to staff, management and other teams as required.
• Reviews documentation, analyzes and interprets processing errors and net financial effect to the company, formulates resolution for handling processing errors and implements required changes.
• Responsible for training new and existing employees.
• Functions as technical advisor to internal and external customers and also advises on projects.
• May performs 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees