Sr. Analyst – TPA Client Svcs
| Company | Nationwide |
|---|---|
| Location | Columbus, OH, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- Learning basic knowledge of retirement plans
- 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
Responsibilities
- Provide support to third-party administrators by handling email requests, phone calls, and submitting requests through the internal system
- Act as front-line relationship managers, maintaining and managing relationships with third-party administrators and their clients
- Address service requests related to retirement plans
- 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
- Experience with retirement plans
- Familiarity with Introduction to Retirement Plans (IRP) and Retirement Plan Fundamentals (RPF)
- TRAC or SS&C experience