IGO Team-Financial Services Analyst

IGO Team-Financial Services Analyst

Requirements

• Customer service experience required
• Knowledge of Nationwide’s suite of financial products
• Excellent verbal and written communications skills
• Strong analytical and problem resolution skills
• Ability to research, analyze and solve problems
• 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
• FINRA Series 6 license preferred
• High school studies; undergraduate studies desirable; participation in technical coursework such as LOMA, CLU, ChFC desirable
• Four or more years of related work experience, including customer service experience, preferably with cross-functional business unit exposure

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
• Conducts follow up calls to service issues and questions, de-escalating complex customer requests and providing outstanding care during resolution
• Reviews and approves requests for withdrawal, exchanges, deposits, annuity purchases and contract cash-outs
• 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

• FINRA Series 6 licensure preferred but not required
• Participation in technical coursework such as LOMA, CLU, ChFC desirable