Representative, Annuity Solutions Center

Nationwide; United States; Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

Paid time off

401(k) with company match

Pension plan

Medical, dental and vision benefits

Hybrid/remote work opportunities

Educational assistance

Job summary

Nationwide is seeking a Customer Service Representative to support the Annuity Solutions team. You will handle inbound calls, respond to questions, process policy or account requests, resolve issues, and educate customers on products and services.

Training lasts 5–6 weeks with start on January 4, followed by a hybrid work schedule with two in-office days weekly in Ohio or Arizona. Salary starts at a minimum of $47,151 annually ($23/hour).

Qualifications

• Experience in inbound customer service for financial products is preferred.
• Ability to explain complex information clearly to customers.
• Comfort with using systems to process policy or account requests.

Responsibilities

• Handle inbound calls from members, plan sponsors, and investment professionals.
• Interpret and apply changes to products based on daily communications.
• Document conversations to support relationship-building.
• Educate customers on tax implications, plan features, and surrender charges.
• Ensure compliance with FINRA rules and Nationwide policies.

Skills

Customer service

Communication skills

Problem solving

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

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.

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 reso