Financial Services Analyst - ALO Services & Resolutions

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.

About the Role:

This position supports the Advisory Post-Processing Team within ALO.

The team is responsible for managing all post-issue annuity transactions, including withdrawals, death claims, agent-related items, contributions, and annuitizations. As a Financial Service Analyst, you will maintain long-term relationships with clients, often spanning decades, ensuring their transactions are processed accurately and timely.

You’ll work in a fast-paced, queue-based environment, rotating between tasks based on daily volume. While not on incoming calls, you will make outbound calls to advisors and clients to resolve issues and respond to email inquiries. Success in this role requires strong multitasking, adaptability, and customer service skills, along with a commitment to professionalism and accountability.

The role will be hired on a SuccessFlex basis and follows a hybrid work schedule, with 2 days in the office and 3 days remote work each week.

Candidates must live within a 35-mile radius of the following office location:

Ohio - Grandview Heights, 1000 Yard Street, 43212

It is our intention to fill this role in Columbus, OH at our Grandview Yard location. However, on occasion, applications from internal candidates working remotely who bring critical industry skills and relevant experience may be considered.

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

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!

As an Analyst, you'll provide prompt, efficient service for assigned product and/or service center internal and external customers. You will coordinate communication between contract holders, producers and internal Nationwide departments. We’ll count on you to review forms and files submitted by members or partners to ensure accurate entry into record keeping systems.

Job Description

Key Responsibilities:

• Prepares all materials 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. Maintains approp