Sr. Analyst, Solutions Center

FINRA Series 6 is required.

This role is a compensation grade E2.

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 a Senior Analyst, you’ll provide superior service and/or sales support to financial professionals and customers. You will analyze and resolve complex and advanced inquires that require extensive product and regulatory knowledge.

Job Description

Key Responsibilities:

• Receives and responds to incoming calls and emails from financial professionals. May handle old and new products, answer questions on multiple financial topics ranging from taxes, withdrawals, product features, costs, premiums, payment schedules, etc.

• Answers service and/or sales inquiries across multiple distribution channels. Demonstrates high level of competency in variety of areas including sales, licensing, income products and trades and primarily answers these types of calls. 

• Understands different product suites, including current lineup and products no longer sold that still require servicing. Responsible for interpreting and applying all changes and enhancements to new and old products and or plans, based on daily change communications. May cross-sell unfamiliar product line to support strategy of all business lines meeting goal. 

• May assist with case design, business consultations, product updates, training, product rollouts, education and support. Identifies the question(s) behind the question to proactively offer consultative expertise. 

• Maintains up-to-date records of all conversations and follows a process of documentation to support our strategy of knowing our member better than anyone. Utilizes 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, firm and state and local laws. 

• For some departments, may act as a backup for our Top 50/200 CIRCLE advisors.

• Provides advanced level of sales consultation and solutions to financial professionals, as needed. Uncovers sales opportunities by turning service inquiries into sales leads within own business segment and/or to support other products by providing a sales lead. Analyzes and educates customers to ensure understanding of tax implications, penalties/surrender charges, death benefit protection, lifetime income, capital preservation and/or benefits pertaining to the contract. 

• Tackles complex issues and use appropriate resources for resolution. Leverages team of specialist’s model and internal partners to resolve escalated issues. Acts as a subject matter authority/resource for other associates when team lead is not available. Understands the market and competitors to provide the desired outcome. 

• Demonstrates proficiency with multiple technology systems and programs to provide a great experience for our customers and financial professionals. Easily navigates within Nationwide to provide accurate data and information to our financial professionals and customer base. Embraces social media and utilizes virtual technology to enhance customer/advisor experience. 

• Reviews, analyzes, and interprets the received request/ issue and determines best course of action for a workable solution.  Research and handles error corrections to resolve issues. Document’s research and resolution steps.  

May perform other responsibilities as assigned.

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

Typical Skills and Experiences:

Education: Undergraduate degree in finance, business administration, insurance, economics, communications preferred.

License/Certification/Designation: ChFC, CLU, other industry designations desirable.

Associates must acquire the required federal and/or state licenses/registrations within the time period designated by the business unit including any FINRA licenses such as SIE and Series 6. 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. NOTE: A credit check may be required if a license is required for this position.

Experience: Four years of experience in customer service, sales-related occupation.

Knowledge, Abilities and Skills: Advanced knowledge of assigned products, regulatory requirements, plan design; installation and continuing service of severed products, products, contracts and distribution channels is desirable. Understands the consequences of not following the FINRA rules, such as arbitration, financial loss to associate and Nationwide, sanctions/penalties that could impact the associate’s eligibility to remain in this role. Excellent verbal and written communication skills to effectively communicate with others. Proven ability to analyze plan documents and contracts; analyze customer’s or producer's needs and determine the most appropriate solution and to set work priorities according to established standards.

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: Not Eligible (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.