Sr. Analyst – Client Services – Retirement Plan Admin
| Company | Nationwide |
|---|---|
| Location | Columbus, OH, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- Financial Expertise: Deep understanding of financial products and services related to retirement plans.
- Relationship Management: Ability to develop and maintain strong relationships with plan sponsors, actuaries, TPAs, PPAs, and other stakeholders.
- Customer Service: Exceptional skills in anticipating and solving challenges, providing outstanding support to clients.
- Communication: Proficient in communicating with various stakeholders regarding plan administration and issue resolution.
- Technical Proficiency: Skilled in managing participant vesting files, loan reconciliations, payroll, statement management, and other technical aspects of plan administration.
- Problem-Solving: Ability to identify and resolve technical issues, influence and advise stakeholders on process and service options.
- Organizational Skills: Efficient in managing incoming calls, emails, and mass communications, ensuring smooth operations and client satisfaction.
- Training and Support: Capable of onboarding new plans, providing functional training, and assisting front-line staff with Nationwide websites and applications.
Responsibilities
- Drives and implements continuous improvement to elevate customer service.
- Communicates with plan sponsors and their representatives, IP, TPA and PPA regarding the administration of qualified retirement plans.
- Serves as point-of-contact for plan sponsors, IPs, TPAs and PPAs. Develops and manages relationships with internal/external clients and business partners. Identifies business needs, service requirements, key issues, alternative solutions and resources for the clients and business.
- Creates and uploads participant vesting files.
- Serves as a gatekeeper for customer emails and routing to appropriate location.
- Processes loan reconciliations/loan management system conversions.
- Manages incoming phone calls and email queues from front line administrator staff, plan sponsors and investment professionals.
- Supports payroll, statement management and updates, billing and invoices, audit questions, distributions and refunds, tax reporting, default suspense set-up and maintenance, auto enrollments, Roth, Roth conversions, online enrollments, 5500 and Schedule C reporting, automatic rollovers, trust reporting, suspense, data file creation and automatic asset rebalancing.
- Researches, coordinates and communicates issue resolution with plan sponsors, administrators and investment professionals.
- Supports and assists administrator front line staff on Nationwide websites and applications. Onboards new plans; trains and assists with functional training.
- Identifies and resolves technical issues.
- Influences and advises plan sponsors, administrators and investment professionals on process and service options.
- Organizes and sends mass communications to administrators and plan sponsors (TPA).
Preferred Qualifications
- Education: High school graduate or GED. Undergraduate studies desirable.
- Experience: Two to three years of service industry experience, Nationwide Financial (wholesale distribution model) experience preferred.
- Knowledge, Abilities and Skills: Learning basic knowledge of retirement plans; begins pursuing and completes ASPPA RPF 1/2 courses. Basic digital literacy; aptitude to learn new systems; ability to manage high volumes of work; solid customer service skills; interpersonal skills; teamwork approach. Ability to communicate effectively, both verbally and in writing. Ability to establish priorities. Ability to analyze and recommend solutions to business issues.