Analyst, Plan Administrator - Group Benefits

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! At Nationwide®, “on your side” goes beyond just words. Our customers are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.

Are you passionate about delivering exceptional service and making a meaningful impact on clients’ experiences? As an Analyst, Plan Administrator (Group Benefits), you’ll be the go-to expert for resolving client concerns and ensuring smooth communication across sales offices, agencies, and employer groups. Your work will directly contribute to client satisfaction and retention.

What You’ll Do:

• Answer inbound ACD calls, manage email correspondence and perform outbound follow-ups
• Execute effective resolutions on service needs, including claims, billing, eligibility, licensing, commissions, web access, retention and other customer service needs that arise
• Provide a highly personalized member experience dedicated to educating Employers, Brokers and members on coverage and the tools and resources available to them
• Foster a sense of urgency and commitment to achieve goals resulting in the ability to influence the organization to meet and exceed customer expectations
• Perform root cause analysis and determine proper course of action
• Explain insurance concepts in an easy to understand format
• Demonstrate strong understanding of all workflows and business processes to execute overall service strategy
• Identify areas of process improvement and works with manager and internal organization to improve processes
• Meet and exceed individual and team performance goals to improve overall lapse rate and service

What You Bring:

• Previous industry experience
• Understanding of underwriting risk factors that influence health insurance profitability
• Advanced customer service skills-ability to handle a wide variety of callers in a professional manner and strong interpersonal skills
• Ability to process complex time sensitive information from multiple sources, make decisions based on data and to effectively communicate the related required actions to a broad audience
• High degree of initiative, mature judgment, and self-motivation
• Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
• Team oriented ability to provide guidance on process, procedures, and product
• Comfortable with delivering and receiving feedback

Located onsite at the Schlitz Park location in Milwaukee, Wisconsin.
This role is full-time, on-site with a work schedule of Monday - Friday, 8am to 5pm.

Compensation: $48,360/year

This role does not qualify for employer-sponsored work authorization.  Nationwide does not participate in the Stem OPT Extension program. 

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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 research, analyze, resolve and respond to inquiries and provide support in the development and maintenance of business processes for customers to achieve desired business results. You will also respond to escalated customer requests regarding premiums and refunds.

Job Description

Key Responsibilities: 

• Researches, analyzes and resolves discrepancies

• Prepares and communicates reconciliation reports to employer groups

• Builds and maintains relationships with key employer groups, brokers and regional offices

• Provides ongoing support and training for team members on policies and standards

• Manages suspense account entries using established regulatory standards

• Identifies and recommends opportunities for process improvement

• Completes Customer Focus Interaction initiative using established procedures to meet goals

• Documents and executes processes with minimal direction from leadership

• Coordinates s