Financial Services Analyst

About the role

This role is responsible for the daily distribution and management of incoming workflow across the team. The individual will assess incoming work volumes, evaluate team capacity, and align assignments based on employee skill sets, training, and process expertise to ensure efficient and balanced workload distribution.

Responsibilities

• Makes sure all materials are prepared to propose, sell, and establish new plans and set up appropriate records: proposal illustrations, trust agreements, IRS determination reporting, employee communications and client administrative guide, census and plan information.
• Interprets plan provisions, product rules and guidelines to process requests in accordance with Plan and Legal requirements.
• Provides extraordinary care to our customers through workflow management and meeting all required service level agreements. Proactively seeks out opportunities to improve processes and the members experience through use of lean methodology.
• Follows up with appropriate internal administrative areas for completeness and accuracy of the end policy/account product.
• Researches, reviews and analyzes errors and determines best course of action for a workable solution. Takes ownership of identifying and evaluating problems and analyzing customer inquiries to determine appropriate action.
• Conducts follow up calls to service issues and questions, de-escalating complex customer requests and providing outstanding care during resolution. Includes understanding topics that require insurance or securities license and registration and when and how to route those inquiries to the properly-registered representative.
• Reviews and approves requests for withdrawal, exchanges, deposits, annuity purchases and contract cash-outs. Requests additional information when necessary.
• Compiles management information such as contract and sold case activity as needed by internal management.
• Communicates with customers, sales force, other departments, regional and/or field offices and other industry companies on topics that do not require insurance or securities licensing and registration. Collaborates and networks with outside business units to create innovative solutions for internal and external customers.
• Helps with research for written responses to Nationwide formal complaints.
• Participates in special projects as assigned. Collaborates with appropriate staff to design, document, and implement process improvements and best practices.

Requirements

Four or more years of related work experience, including customer service experience, preferably with cross-functional business unit exposure. Customer service experience required.

Qualifications

• Education: High school studies. Undergraduate studies desirable. Participation in technical coursework such as LOMA, CLU, ChFC desirable.
• Licenses/Certifications/Designations: FINRA Series 6 license preferred, and may be required, based on assigned product/line-of-business or distribution system.

Skills

• Knowledge of Nationwide's suite of financial products.
• Excellent verbal and written communications skills in order to manage relationships with internal and external customers.
• Strong analytical and problem resolution skills.
• Ability to research, analyze and solve problems, leveraging existing and innovative methodologies.
• Ability to understand, anticipate and proactively act on customer needs.
• Proven decision-making skills necessary for customer contacts.
• Ability to multi-task, independently manage work and establish priorities that conform to time, service and quality standards.
• Strong team-building and collaboration skills.

Benefits

• Medical/dental/vision
• Life insurance
• Short and long term disability coverage
• Paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more.

Pay

The national salary range for Financial Services Analyst - Financial Services : $46,345.00-$80,700.00

Schedule

2 days in office, 3 days remote.