Analyst, Client Services

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.

At Nationwide Financial Services, we believe in providing extraordinary care to our customers and continuously improving our processes. As part of our team, you will have the opportunity to:

• Develop Your Skills: Gain valuable experience in financial services, customer service, and workflow management.
• Make an Impact: Help improve processes and enhance the customer experience through lean methodology.
• Collaborate and Innovate: Work with various departments and external business units to create innovative solutions.
• Grow Professionally: Participate in special projects and continuous learning opportunities.

Key Skills and Capabilities for Success:

• Customer Service Excellence: Provide outstanding care to customers, de-escalate complex requests, and ensure service level agreements are met.
• Attention to Detail: Review and approve requests for withdrawals, exchanges, deposits, and other transactions with accuracy.
• Problem-Solving: Research, review, and analyze errors to determine the best course of action and provide workable solutions.
• Communication: Effectively communicate with customers, sales force, and other departments on various topics.
• Process Improvement: Proactively seek opportunities to improve processes and enhance the customer experience.
• Technical Knowledge: Understand plan provisions, product rules, and guidelines to process requests in accordance with legal requirements.
• Collaboration: Work with internal and external teams to design, document, and implement process improvements and best practices.

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 Iowa and current remote associates will also be considered.

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(Internal use Only: D2 Pay Band)

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 c