Nationwide Sr. Financial Svcs Support Rep in Columbus, Ohio

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Number 54 on the Fortune Magazine 100 Best Places to Work.

Summary of Job Responsibilities: Provides prompt efficient service for assigned product and/or service center internal and external customers. Processes proper contract documentation in accordance with company policies and procedures. Provides in-depth technical assistance to internal and external customers. Provides accurate and timely reporting of financial information; and, to analyze and resolve routine processing problems. Coordinates the operation of broker/dealer and/or agent communications and distributions. The following duties cover what are generally believed to be principal and essential functions of the job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties. 1. Receives and responds to complex calls from clients, brokers, and plan administrators, and maintains appropriate records of phone conversations. 2. Interacts with customers to resolve complex "not in good order" (NIGO) issues. 3. Monitors NIGO funds in suspense and ensures that timely follow-up, resolution or return of funds occur. 4. Consults and interprets contract provisions for current and past products and assumed business for policyholders, agents and other Enterprise operating units. 5. Demonstrates in-depth knowledge of currently sold products, new business and claims processes. 6. Provides seamless service to new or existing customers by demonstrating a comprehensive understanding of customer needs and emphasizing timely responses. 7. Reviews situations that require exception processing and provides direction and assistance to less experienced personnel. 8. May conduct quality audits for new business processing and/or non-complex service transactions. 9. May act as a referral point for new/less experienced personnel. 10. Assists Internal Audits in reviewing and verifying policy information. 11. Performs basic contractual and administrative service functions such as case establishment, conversions, rollovers, deferrals, distributions, loans, and exchanges/transfers. 12. Reviews documentation, analyzes and interprets processing errors and net financial effect to the company, and recommends resolution of handling processing errors. 13. Corresponds and communicates with other areas within NFS, such as Financial Operations, Sales, Systems, and other PPASC departments. 14. Maintains a working knowledge of the day-to-day business, and is familiar with all processing aspects. 15. Prepares, updates, and maintains operations materials and manuals. 16. Recommends desirable procedural changes to management. 17. Communicates both orally and in writing to general agent and writing agent regarding commission calculations, chargebacks, overrides, prepaid commissions, and assigned commissions. 18. Performs other duties as requested. III. STAFFING EXCEPTION TO MINIMUM JOB REQUIREMENTS MUST BE APPROVED BY Office VP IV.

Job Description

Reports To: (Title of immediate supervisor)

Operations Division Manager I or II or Service Team Unit Manager

Job Responsibilities:

Provides prompt efficient service for assigned product and/or service center internal and external customers. Processes proper contract documentation in accordance with company policies and procedures. Provides in-depth technical assistance to internal and external customers.

Provides accurate and timely reporting of financial information; and, to analyze and resolve routine processing problems. Coordinates the operation of broker/dealer and/or agent communications and distributions.

The following duties cover what are generally believed to be principal and essential functions of the job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

  1. Receives and responds to complex calls from clients, brokers, and plan administrators, and maintains appropriate records of phone conversations.

  2. Interacts with customers to resolve complex "not in good order" (NIGO) issues.

  3. Monitors NIGO funds in suspense and ensures that timely follow-up, resolution or return of funds occur.

  4. Consults and interprets contract provisions for current and past products and assumed business for policyholders, agents and other Enterprise operating units.

  5. Demonstrates in-depth knowledge of currently sold products, new business and claims processes.

  6. Provides seamless service to new or existing customers by demonstrating a comprehensive understanding of customer needs and emphasizing timely responses.

  7. Reviews situations that require exception processing and provides direction and assistance to less experienced personnel.

  8. May conduct quality audits for new business processing and/or non-complex service transactions.

  9. May act as a referral point for new/less experienced personnel.

  10. Assists Internal Audits in reviewing and verifying policy information.

  11. Performs basic contractual and administrative service functions such as case establishment, conversions, rollovers, deferrals, distributions, loans, and exchanges/transfers.

  12. Reviews documentation, analyzes and interprets processing errors and net financial effect to the company, and recommends resolution of handling processing errors.

  13. Corresponds and communicates with other areas within NFS, such as Financial Operations, Sales, Systems, and other PPASC departments.

  14. Maintains a working knowledge of the day-to-day business, and is familiar with all processing aspects.

  15. Prepares, updates, and maintains operations materials and manuals.

  16. Recommends desirable procedural changes to management.

  17. Communicates both orally and in writing to general agent and writing agent regarding commission calculations, chargebacks, overrides, prepaid commissions, and assigned commissions.

  18. Performs other duties as requested.

Job Requirements:

Education: High school studies. Undergraduate studies desirable. Participation in technical coursework such as LOMA, CLU, ChFC desirable. NASD series 6 and/or 26 preferred, and may be required based on assigned product/line-of-business or distribution system.

Experience: One to three years work experience with two years product-related customer service work experience preferred. Work experience with undergraduate studies preferred.

Knowledge: General office practices, customer service, and office equipment. Information systems and insurance/financial services industry practices (i.e. annuities, mutual funds) preferred. Basic mathematics, familiarity with office filing systems and record keeping procedures, and problem-solving techniques.

Skills: Ability to prioritize own work within standards. Effective written and oral communication skills to interact with customers, team members, and management. Decision making skills necessary for customer contacts.

Ability to identify and evaluate problems and analyze customer inquiries and determine the appropriate action. Decision making skills necessary for problem identification and correction. Proven ability to operate a CRT and PC.

Working Conditions/Physical Requirements: Normal office environment. Normal office environment (high volume of telephone calls, extensive CRT usage) with minimal physical requirements.

Must be available to work overtime (non-exempt position) outside of regular office hours as needed and Nationwide holidays that the New York Stock Exchange is open.

Additional Job Description

This role can be hired as a Sr. Financial Services Support Rep (C3) OR Financial Services Analyst (D2) Depending on Experience. This position will be responsible for answering incoming calls to the Income Products Phone Queue while identifying customers’ needs, clarifying information, researching issues and providing solutions and/or alternatives. This team is a post-issue team, handling claim payments and administrative changes to inforce policies. NASD series 6 and/or 26 is not required for this position. Basic knowledge of contract law and the tax ramifications is desired, but will be included in training.

Job ID: 51835

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