Representative, Solutions Center - Financial Services

Nationwide Mutual Insurance Company; Grandview Heights (OH); Hybrid; USD 46,000 - 76,000; Full time

Benefits offered by this job

Medical benefits

Pension plan

401(k) match

Paid time off

Job summary

Nationwide Mutual Insurance Company is seeking a Customer Service Representative for the Solutions Center – Financial Services. You’ll handle inbound service calls, answer questions, process requests, resolve issues, and educate customers on products and services.

Training lasts 5–6 weeks with a shift toward a hybrid work model. After training, you’ll work two in-office days per week at specified locations or remotely depending on business needs.

Qualifications

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

Responsibilities

• Receives and responds to incoming calls from investment professionals, plan sponsors and members on a variety of topics.
• Understands the different product suites and supports servicing of current products.
• Interprets changes and enhancements to products and communicates them to customers.
• Educates customers on tax implications, penalties, and plan features.
• Maintains records of conversations and follows documentation processes.

Skills

Customer service

Communication skills

Problem solving

Education

High school diploma or equivalent

Undergraduate degree in finance, business, insurance, economics, or communications

Tools

FINRA licenses (SIE/ Series 6/63)

Microsoft Office

Job description

Are you passionate about being part of a team at a Fortune 100 company with nearly $70,000,000,000 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. 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.

Compensation and Benefits

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

The national salary range for Representative, Solutions Center – Financial Services is $46,345.00–$75,500.00. The expected starting salary range for Representative, Solutions Center – Financial Services is $46,345.00–$60,800.00.

Training: We will provide you with our award‑winning 5 week training program #LI-CB2.

Immigration and Work Authorization

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.

Typical Skills and Experiences: 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

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)

Benefits (Detailed)

• 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
• Eight hours of Lifetime paid time off
• Eight hours of Unity Day paid time off
• 401(k) with company match
• Company‑paid pension plan
• Business casual attire
• and more

Equal Opportunity

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.

Smoke‑Free Iowa Statement

Nationwide Mutual Insurance Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at 888‑944‑2247.

NOTE TO EMPLOYMENT AGENCIES

We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

Compensation Structure

Nationwide pays on a geographic‑specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range.

Note on Compensation for Part‑Time Roles: Please be aware that the salary ranges listed below reflect full‑time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full‑time schedule.

National salary range for Representative, Solutions Center – Financial Services: $46,345.00–$75,500.00.

Expected starting salary range for Representative, Solutions Center – Financial Services: $46,345.00–$60,800.00.

About Nationwide

At Nationwide, we find purpose in protecting people, businesses and futures with extraordinary care – and we’ve been doing that since 1926. Our financial strength and caring culture extend beyond our associates into the communities we serve. You really can feel the difference at Nationwide, which is why we continue to be named one of the Fortune 100 Best Companies To Work For. Check out why others think we're a great place to work, too, and let us know – can you see yourself at Nationwide? 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.