Solution Center Financial Services Representative

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.

The Solutions Center - Financial Services Representative position offers the opportunity to leverage your technical expertise and relationship management skills to solve complex challenges and provide exceptional customer service. Be part of a collaborative and innovative team dedicated to helping individuals achieve successful retirements.

Top Skills Required

• Advanced Technical Problem-Solving: Utilize your expertise in PL/SQL & TOAD queries to research, resolve issues, and manage secure file transfer connections.
• Relationship Management: Build and maintain strategic relationships with payroll providers, plan sponsors, and large case customers, ensuring smooth onboarding and ongoing support.
• Customer Service Excellence: Provide outstanding technical support and problem resolution for public and private sector partners, members, and internal associates via phone and email.

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

Role will be filled in Columbus Ohio and current remote associates will also be considered.

(Internal Use Only: C3 Pay Band)

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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 a Representative, you’ll provide extraordinary care to our members, partners, plan sponsors and investment professionals. You will understand high-level product/plan and regulatory requirements to analyze and resolve general account, plan fees or plan inquiry questions will be key to success. Additionally, you’ll effectively interpret and articulate Nationwide's marketing strategies when communicating with customers.

Job Description

Key Responsibilities: 

• Receives and responds to incoming calls from investment professionals, plan sponsors and members on a variety of topics. Understands the different product suites, including current line-up and products no longer sold that still require servicing. 

• Responsible for interpreting and applying all changes and enhancements to new and old products, based on the daily change communications. Identifies the question(s) behind the question to proactively offer consultative expertise and uncover the unstated need. 

• Maintains a record of the conversations and follows a process of documentation to support our strategy of knowing our member better than anyone and use the 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, firms, plan documents and state and local laws. 

• Educates customers to ensure understanding of tax implications, penalties/surrender charges, death benefit protection, lifetime income, capital preservation and/or benefits pertaining to the plan/contract.

• Analyzes problems to determine proper course of action, striving for first time final resolution. When necessary, works with internal partners to resolve escalated issues. Integrates lean methodology into daily interactions through problem-solving meetings and team huddles.

• Develops and grows through monthly individual meetings with leadership to set in place a career path strategy. Setting goals and expectations to achieve success in the role as well as future opportunities.

May perform other responsibilities as assigned.

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

Typical Skills and Experiences: 

Education: High school diploma or equivalent required.