Representative, Annuity Solutions Center

Nationwide; Grandview Heights (OH); Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

401(k) with company match

Company-paid retirement (pension) plan

Medical, dental, and vision benefits

Hybrid and work-from-home options

Paid time off and holidays

Training program

Life insurance

Disability coverage

Job summary

Nationwide Mutual Insurance Company is seeking a Customer Service Representative for its Annuity Solutions team in the United States. The role involves inbound calls, policy/account requests, and educating customers on products and solutions.

Hybrid work after training with two in-office days per week in Grandview Heights, OH or Scottsdale, AZ. The position emphasizes delivering extraordinary care, strong communication, and adherence to regulatory requirements.

Qualifications

• One year of customer service experience.
• Excellent verbal and written communication skills.
• Knowledge of various insurance products and FINRA rules familiarity is a plus.

Responsibilities

• Receives and responds to inbound calls from investment professionals, plan sponsors and members on a variety of topics.
• Maintains records of conversations and documents interactions to support relationship building.
• Educates customers on tax implications, penalties/surrender charges, and plan/contract benefits.
• Ensures compliance with FINRA rules, Nationwide policies, and applicable laws.
• Analyzes issues to determine proper action and works with partners to resolve escalations.

Skills

Customer service

Communication

Problem solving

Education

High school diploma or equivalent

Undergraduate degree in finance, business administration, insurance, economics, communications preferred

Job description

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 Annuity Solutions customer service team. 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 a start date of January 4th, 202.
• Training hours are generally Monday through Friday, approximately 9 am - 5:30 pm 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.
• 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, Monday - Friday.

Your total rewards package includes a minimum salary of$47,151 ($23/hr) with a competitive benefits package.

Benefits

• 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
• medical/dental/vision
• life insurance
• short and long term disability coverage
• paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro‑rated quarterly based on hire date
• 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

#LI-CB2

This role does not qualify for employer‑sponsored work authorization. Nationwide does not participate in the Stem OPT Extension 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.

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.

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

The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected