Financial Services Analyst

Workflow Distribution Specialist (or Analyst/Coordinator) This role is responsible for the daily distribution and management of incoming workflow across the team. The individual will assess incoming work volumes, evaluate team capacity, and align assignments based on employee skill sets, training and process expertise to ensure efficient and balanced workload distribution. Key responsibilities include monitoring real‑time workflow, adjusting assignments as priorities shift, and reviewing operational reports throughout the day to identify trends, risks and opportunities for action. The role will also leverage automation tools to support process improvements, enhance workflow visibility and contribute to the design and optimization of workflow management strategies. Key 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. 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. 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. Reporting Relationships Reports to Operations Division Manager or Unit Manager. Typical Skills and Experiences Education: High school studies. Undergraduate studies desirable. Participation in technical coursework such as LOMA, CLU, ChFC desirable. License/Certification/Designation: FINRA Series 6 license preferred, and may be required, based on assigned product/line‑of‑business or distribution system. Experience: Four or more years of related work experience, including customer service experience, preferably with cross‑functional business unit exposure. Customer service experience required. Knowledge, Abilities and Skills: Knowledge of Nationwide's suite of financial products. Excellent verbal and written communication skills. Strong analytical and problem resolution skills. Ability to research, analyze and resolve problems, leveraging existing and innovative methodologies. Ability to understand, anticipate and proactively act on customer needs. Proven decision‑making skills required 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. 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: Non Exempt (Eligible) Working Conditions: Normal office environment. Benefits Medical/dental/vision, life insurance, short and long term disability coverage, paid time off with minimum 18 days for newly hired associates, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company‑paid pension plan, business casual attire, and more. Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law. #J-18808-Ljbffr