Sr Financial Services Technical Lead

About the role

This is a hybrid role based in Grandview Heights, Ohio, requiring on-site presence at least two days per week. This role does not qualify for employer-sponsored work authorization, and Nationwide does not participate in the STEM OPT extension program.

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.
• Ensures service standards are met for assigned product(s) and/or service center internal and external customers.
• Develops and maintains procedures and training curriculum.
• Trains, mentors, and guides team members in all aspects of the 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 to improve productivity and quality of work at an individual team member and team level.
• Provides feedback by conducting quality reviews of team members' work output.
• Oversees the handling of unusual or complex cases requiring knowledge of specialized subject matters, adhering to company policy, practices, and procedures.
• Works closely with other Technical Leads to share optimal practices and assists 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.

Requirements

• Three years of experience in a call center or service center environment.
• High school diploma or equivalent required; undergraduate studies in business or related field preferred.
• FINRA Series 6 and/or 26 licenses preferred, and may be required based on assigned product, line-of-business, or distribution system.
• Knowledge of call center or service center environment standard policies and practices.
• Excellent communication skills.
• Working knowledge of products, services, and processes of the related business unit.
• Proven leadership abilities.
• Regularly and consistently demonstrates the Nationwide Values.

Benefits

• Medical, dental, and vision insurance.
• 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 and 8 hours of Unity Day paid time off.
• 401(k) with company match.
• Company-paid pension plan.
• Business casual attire.

Pay

The national salary range for Sr Financial Services Technical Lead is $55,000.00–$102,000.00. The expected starting salary range for this role is $55,000.00–$82,000.00. Placement within this range will be determined by skills, education, training, credentials, experience, scope, complexity, and location of the role, as well as market conditions.

Schedule

This is an exempt role in a normal office environment. Overtime eligibility is not applicable.