Are you passionate about being part of a team that delivers extraordinary care to help individuals and businesses prepare for and protect their retirement? If so, then Nationwide Financial could be the place for you!
Overtime required. Restricted vacation allowed during high volume periods of the year.
Compensation Grade: E2
Job Description Summary
Do you love connecting and building new business relationships? If you have a natural curiosity, are passionate about helping people and want to accelerate both your personal and professional growth, we want to know more about you!
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As a Technical Lead, you'll maintain and improve administration of financial product services by leading one or more service teams. You will monitor the workflow of team members to ensure time service standards are met for assigned product(s) and/or service center internal and external customers. You'll also oversee unusual or difficult cases, contribute to production activities and conduct quality reviews.
Job Description
Key Responsibilities:
Maintains and improves administration of financial product services according to the terms of the plan, contract and administrative services agreements by monitoring the team's incoming work activity via daily tracking. Responsible for ensuring service standards are met.
Develops and maintains procedures and training curriculum. Trains, mentors, and guides team members in all aspects of team's basic and complex functions and processes.
Reviews documentation, analyzes and interprets processing errors at a team and individual level. Resolves processing errors and implements necessary changes. Conducts analysis and provides feedback in improving productivity and quality of work at an individual team member and team level. Provides feedback by conducting quality reviews of team member's work output.
Oversees the handling of unusual or complex cases requiring knowledge of specialized complex subject matters to company policy, practices, and procedures to the appropriate managers.
Works closely with other Technical Leads to share optimal practices. Assists other Technical Leads in their absence. Participates in projects as necessary.
Provides input to Managers on improvement opportunities for team members' development and performance evaluations.
May perform other responsibilities as assigned.
Reporting Relationship: Reports to Manager; no direct reports.
Typical Skills and Experiences:
Experience: Three years of experience in call center or service center environment.
Education: High school diploma or equivalent required; undergraduate studies in business or related field preferred.
Licenses/Designations/Certifications: FINRA Series 6 and/or 26 licenses preferred, and may be required based on assigned product, line-of-business, or distribution system.
Knowledge, Abilities and Skills: Knowledge of call center or service center environment standard polices and practices. Excellent communication skills. Must have working knowledge of products, services and processes of the related business unit. Proven leadership abilities.
Other criteria, including leadership skills, competencies and experiences may take precedence.
Staffing exceptions to the above must be approved by the Office Vice President and HR Vice President.
Values: Regularly and consistently demonstrates the Nationwide Values.
Job Conditions:
Overtime Eligibility: Exempt (Not eligible)
Working Conditions: Normal office environment.
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.