Representative, Solutions Center - Financial Services (Remote)

Join Nationwide Financial

Are you passionate about being part of a team at a Fortune 100 company with nearly $70 billion in annual sales that delivers extraordinary care to help individuals and businesses prepare for and protect their future? If so, then Nationwide Financial could be the place for you! At Nationwide, "on your side" goes beyond just words. Our customers and partners are at the center of everything we do and we're looking for associates who are passionate about delivering extraordinary care.

This opportunity supports Nationwide's Life, Annuity, and Retirement Solutions customer service teams. Representatives serve as a primary point of contact for customers, assisting through inbound service calls, responding to questions, processing policy or account requests, resolving issues, and educating customers on products, services, and available solutions. Associates will complete role-specific training before transitioning into a flexible hybrid work environment.

Training

• Training is expected to last approximately 5 to 6 weeks, with specific dates provided prior to the start of each class. Anticipated class start dates will be in November.

• Training hours are generally Monday through Friday, approximately 10:00 a.m. to 6:30 p.m. Eastern Time. Hours may vary slightly based on business needs and training activities.

• Training may include classroom instruction, job shadowing, systems practice, and hands-on customer interactions with guidance from experienced team members.

Hybrid Work Schedule

• Upon successful completion of training, associates will transition to a hybrid work schedule with two required in-office days per week in either Grandview Yard (Columbus, OH) or Scottsdale, AZ.

• In-office schedules will generally follow either Tuesday/Wednesday or Wednesday/Thursday pattern, depending on team assignment and business needs.

• Work Location Flexibility: Associates generally follow a hybrid schedule with two in-office days per week at 1000 Yard Street, Grandview Heights, OH 43212 or 18700 North Hayden Rd, Scottsdale, AZ 85255. Depending on business needs, role assignment, and geographic location, certain positions may be eligible for a fully remote work-from-home arrangement. Equipment is provided for both office and work-from-home environments.

• Equipment will be provided for both office and remote work environments. Associates are responsible for transporting their company-issued laptop between locations.

• Remote work requires a direct Ethernet connection to the home router using company-provided equipment. Wi-Fi connections are not permitted.

Scheduling Expectations

• Work schedules may be assigned within departmental operating hours, generally between 8:00 a.m. and 8:00 p.m. Eastern Time, with some teams supporting customers as late as 11:00 p.m. Eastern Time.

• Rotational Saturday schedules may be required based on business needs.

Licensing and Professional Development Opportunities

Some positions within the Life, Annuity, and Retirement Solutions organization may require industry licenses as part of the role or may offer licensing as a professional development opportunity.

For positions requiring securities licensing, associates are not required to hold licenses at the time of application or hire. Nationwide provides comprehensive support to obtain the necessary licenses, including:

• Paid study time
• Study materials
• Classroom instruction and coaching
• Payment of applicable exam fees

Required licenses may include the Securities Industry Essentials (SIE), and Series 6. When applicable, the SIE and Series 6 licenses must be obtained within 170 days of employment.

Your total rewards package includes a minimum salary of $47,151 with a competitive benefits package.

Benefits: We offer a competitive benefits package which includes:

• Paid time off
• 401(k) with company match of 50% on the first 8% you contribute
• Company-paid retirement (pension) plan
• Comprehensive medical, dental and vision benefits

Hybrid and work from home opportunities

• Educational assistance
• Exclusive insurance discounts

Training: We will provide you with our award-winning 5 week training program

Job Description Summary

Do you love connecting and building new business relationships? If you have a natural curiosity, are excited about helping people and want to accelerate both your personal and professional growth, we want to know more about you! As a Representative, you'll provide extraordinary care to our members, partners, plan sponsors and investment professionals. You will understand high-level product/plan and regulatory requirements to analyze and resolve general account, plan fees or plan inquiry questions will be key to success. Additionally, you'll effectively interpret and articulate Nationwide's marketing strategies when communicating with customers.

Job Description

Key Responsibilities:

• Receives and responds to incoming calls from investment professionals, plan sponsors and members on a variety of topics. Understands the different product suites, including current line-up and products no longer sold that still require servicing.
• Responsible for interpreting and applying all changes and enhancements to new and old products, based on the daily change communications. Identifies the question(s) behind the question to proactively offer consultative expertise and uncover the unstated need.
• Maintains a record of the conversations and follows a process of documentation to support our strategy of knowing our member better than anyone and use the information in a way that drives the relationship deeper.
• Follows all rules and regulations to ensure compliance with FINRA or other professional licensure requirements, Nationwide policies, firms, plan documents and state and local laws.
• Educates customers to ensure understanding of tax implications, penalties/surrender charges, death benefit protection, lifetime income, capital preservation and/or benefits pertaining to the plan/contract.
• Analyzes problems to determine proper course of action, striving for first time final resolution. When necessary, works with internal partners to resolve escalated issues. Integrates lean methodology into daily interactions through problem-solving meetings and team huddles.
• Develops and grows through monthly individual meetings with leadership to set in place a career path strategy. Setting goals and expectations to achieve success in the role as well as future opportunities.

May perform other responsibilities as assigned.

Reporting Relationship: Reports to Supervisor/Manager and does not have direct reports.

Typical Skills and Experiences:

Education: High school diploma or equivalent required. Undergraduate degree in finance, business administration, insurance, economics, communications preferred.

License/Certification/Designation: ChFC, CLU, other industry designations desirable FINRA series 6 and/or 63 licenses preferred and may be required based on assigned product/line-of-business or distribution system.

Associates must acquire the required federal and/or state licenses/registrations within the time period designated by the business unit. Additional licenses/registrations may be required when new products and services are implemented. If an associate fails to acquire required licenses/registrations within the designated time period, the associate will be ineligible to continue in the position. NOTE: A credit check may be required if a license is required for this position.

Experience: One year of experience in customer service, sales related occupations.

Knowledge, Abilities and Skills: Knowledge of various insurance products and the sales process. Solid understanding of the state and local laws necessary to understand the legal implications of certain product features in different states. Understands the consequences of not following the FINRA rules and regulations. Excellent verbal and written communication skills to effectively communicate with others. Proficiency with computers and common office software. Ability to understand general aspects of plan/contract and utilizes technology to enhance conversations with customers.

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring manager's leader and Human Resources Business Partner.

Values: Regularly and consistently demonstrates the Nationwide Values.

Job Conditions:

Overtime Eligibility: Eligible (Non-Exempt)

Working Conditions: Call center environment. Extended periods of time sitting in front of a computer and taking phone calls.

ADA: