Analyst – TPA Client Services

Analyst – TPA Client Services

Requirements

• Four or more years of related work experience, including customer service experience, preferably with cross-functional business unit exposure.
• Customer service experience required.
• Knowledge of Nationwide’s suite of financial products.
• Excellent verbal and written communications skills in order to manage relationships with internal and external customers.
• Strong analytical and problem resolution skills.
• Ability to research, analyze and solve problems, leveraging existing and innovative methodologies.
• Ability to understand, anticipate and proactively act on customer needs.
• Proven decision-making skills necessary for customer contacts.
• Ability to multi-task, independently manage work and establish priorities that conform to time, service and quality standards.
• Strong team-building and collaboration skills.
• Participation in technical coursework such as LOMA, CLU, ChFC desirable.
• FINRA Series 6 license preferred, and may be required, based on assigned product/line-of-business or distribution system.

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 appropriate records.Approves and processes business according to government regulations, contract provisions and internal procedures and controls.
• Conducts in good order reviews or other applicable requests for servicing Nationwide policies and customers for withdrawal, exchanges, deposits, annuity purchases and contract cash-outs.
• Helps with research for written responses to Nationwide formal complaints.
• Participates in special projects as assigned. Collaborates with appropriate staff to design, document, and implement process improvements and best practices.

Preferred Qualifications

• Participation in technical coursework such as LOMA, CLU, ChFC desirable.