Analyst, Solutions Center- NF

Job Description Summary

Do you love connecting and building new business relationships? If you have a natural curiosity, are excited about helping people and want to accelerate both your personal and professional growth, we want to know more about you!

As an Analyst, you’ll provide outstanding care to our customers, partners, plan sponsors and investment professionals. You will educate customers in all aspects of plan/contract and provide solutions to our customers and partners. You’ll utilize technology to enhance conversations with customers, agents and educate advisors.

Job Description

Key Responsibilities:

• Receives and responds to incoming calls from investment professionals, plan sponsors and policyholders on multiple financial topics. Understands the different product suites, including current line-up and products no longer sold that still require servicing. 

• Interprets and applies all changes and enhancements to new and old products, based on daily change communications. Identifies sales leads for unfamiliar product line to support strategy of all business lines meeting goals. 

• Maintains records of conversations and follows a documentation process to support our strategy of knowing our member better than anyone and uses the information in a way that drives the relationship deeper. 

• Follows all rules and regulations to ensure compliance with FINRA or other professional licensure requirements, Nationwide policies, firms, plan documents and state and local laws. 

• Uncovers sales opportunities by turning service inquiries into sales leads within assigned business segment and/or to support other product by providing a sales lead. 

• Educates customers to ensure understanding of tax implications, penalties/surrender charges, death benefit protection, lifetime income, capital preservation and/or benefits pertaining to the plan/contract.

• Analyzes problems to determine proper course of action, striving for first time final resolution. When necessary, works with internal partners to resolve issues. 

• Fields escalated calls and has a proven ability to de-escalate complex situations and provide solutions to our members and partners. Integrates lean methodology into daily interactions through problem solving meetings and team huddles. Seeks proactive opportunities to improve operational processes including partnering with other business units to drive results for our members and partners.

• Demonstrates proficiency with multiple technology systems and programs to provide a great experience for our customer. Utilizes virtual technology and social media to enhance member, investment professional and plan sponsor experience. Can easily navigate within Nationwide to provide correct data and information to our investment professionals and member base. 

• Develops and grows through monthly individual meetings with leadership to set in place a career path strategy. Setting goals and expectations to achieve success in the role as well as future opportunities.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Supervisor/Manager and does not have direct reports. 

Typical Skills and Experience:

Education: High school diploma or equivalent required. Undergraduate degree in finance, business administration, insurance, economics, communications preferred. 

License/Certification/Designation: ChFC, CLU, other industry designations desirable FINRA series 6 license required, FINRA series 26 preferred and may be required based on assigned product/line-of-business or distribution system. 

Associates must acquire the required federal and/or state licenses/registrations within the time period designated by the business unit. Additional licenses/registrations may be required when new products and services are implemented. If an associate fails to acquire required licenses/registrations within the designated time period, the associate will be ineligible to continue in the position.

Experience: Two to three years of experience in customer service, sales-related occupations.

Knowledge, Skills and Ability: Knowledge of various insurance products and the sales process. Strong understanding of the state and local laws necessary to understand the legal implications of certain product features in different states. Understands the consequences of not following the FINRA rules. Excellent verbal and written communication skills to effectively communicate with others. Proven understanding of the state and local laws necessary to understand the legal implications of certain product features in different states. Understands the firm/plan restrictions and how they apply to the business. Ability to interpret and articulate our marketing strategies when speaking with customers. Ability to educate members who call regarding service inquiries and helps facilitate in-depth consultative conversations and turns these inquiries into sales leads for their own product line or other Nationwide Financial products.

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring manager’s leader and Human Resources Business Partner.

Values: Regularly and consistently demonstrates the Nationwide Values.

Job Conditions:

Overtime Eligibility: Eligible (Non-Exempt)

Working Conditions: Call center environment. Extended periods of time sitting in front of a computer and taking phone calls.

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

Credit/Background Check: Due to fiduciary accountability within this job, a valid credit and/or background check will be required as part of the selection process.