Territory Operations Consultant - Brokerage

Nationwide Mutual Insurance•Scottsdale, OH

1d•Hybrid

About The Position

This role provides dedicated operational support to an assigned territory and brokerage firms by proactively managing annuity new business, resolving issues, and coordinating with internal and external partners to improve service, increase visibility, and help accelerate business results, with a focus on pre-issue management and supporting high-touch items post-issue. The role will be part of the Territory Operations Support Team reporting to Tiff Wagner. This candidate will be responsible for the Operational Relationship to 2 of our top territories in a 2:1 Relationship dynamic. This will be an evolving role during the 2026 calendar year. The ideal candidate will be prepared to help build out the long-term vision of this role, while supporting the transformation of how we support Sales. This role will support top Brokerage Firms, dedicated to two territories, and have a high level of responsibility to firms assigned. This proactive, ownership-driven model of Territory Operations Support will focus on accelerating new business and increasing visibility across partners. This role will be responsible to support the ongoing relationships with our internal support streams and external partners, with a high attention to relationship management, support, and detail.

Requirements

Typically, 3 years or more of customer support using phone and other methods.
Ideally, Nationwide Annuity exposure of 3 years or more.
Prior experience supporting internal and external clients of various levels during customer support experience.
Able to support de-escalation scenarios with supportive previous experience.
Annuity products technical knowledge is strongly recommended.
Mindset of continuous improvement and overall quality in daily work.
Strong commitment to personal and team engagement.
High degree of individual responsibility to support internal and external partners.
Ability to work and collaborate as a unit.
Ability to effectively multitask to support daily needs while assisting customers.
Capable of understanding, anticipating, and proactively managing the needs of our financial professionals and sales partners.
Strong decision-making skills.
Positive change agent, comfortable with complexity and ambiguity.
Strong relationship skills with team members and customers.
Strong verbal and written communication skills.
Escalation management.

Nice To Haves

Series 6 highly recommended
Series 6 Preferred
undergrad preferred
Annuity Experience preferred

Responsibilities

Accountable for proactive planning, pulling pending contracts from reports.
Maintains one centralized Territory Operations Tracker and shares with Sales Partners, provides prominent themes and support documents/guides/visuals that can improve New Business submissions and resolve contracts with outstanding requirements proactively, and driving resolution of outstanding requirements (NIGOs).
Requests POA (Power of Attorney) approval, requests trust approval, free look requests, exceptions, contract review/details, product/process questions, and form questions for new applications.
Drives exceptions follow-up, change follow-up dates, pre-issue trades, review why items are not processing, processed incorrectly, calculations review, income calculations, large case pre-approval, licensing/training checks, Reg 60 disclosures status/process review, paperwork questions, SWU follow-up, Pre-GIACT, confirm withdrawals processed.
Provides Post-Issue Support including free look handling, contract review/details, issue follow-up, support on newly issued contracts, research on why contracts did not issue, research on reversed premium.
Emails suit completed, email commission advanced, email contract issued, weekly update on 3+ contracts, email 3rd party no response, email missing TOA, email NIGO clarification, email product training, email TOPS introduction, thank-you email after funds received and contract issued, call/email agents for rollover check status.
Drives alignment through ongoing meetings with RICS, Territory Sales Partners and Sales Manager to support proactively and understand current state from both sides of the value stream.
Delivers the Territory Operations Month in Review Report.
Drives outstanding Requirements (NIGO)/ Follow-Up Management including sending NIGO emails sent, NIGO email sent with no app/ticket, notify assistants or requested copied contacts, 48-hour follow-up if no response in VIEWS, follow-up calls on NIGO emails, submit SF to change follow-up timing.
Provides oversight of updates, smaller corrections, and directing larger corrections via oversight.
Leads case Issue Resolution / Problem Solving including understanding product questions, processed wrong review, calculation review, why not getting processed, why contract did not issue, why premium reversed, death claim submission and support.
Owns escalation and is empowered to reach out directly to escalation pathways.
Explains riders and account function, householding awareness, follow up when firms/401(k) providers will not share information with Nationwide as a third party.
May perform other responsibilities as assigned.