Specialist, Associate Relations & Solutions

Nationwide Mutual Insurance Company; Columbus (OH); Hybrid; USD 80,000 - 149,000; Full time

Job summary

Nationwide Mutual Insurance Company seeks an Associate Relations & Solutions specialist to handle inbound inquiries with empathy, advise on benefits, payroll and HR processes, and escalate complex issues as needed.

The role requires knowledge of benefit plans and employment laws, plus strong communication and confidentiality. Hybrid work arrangement and collaboration with legal and internal partners are key aspects.

Qualifications

• Experience in customer care, benefits administration or HR-related fields preferred.
• Strong written and verbal communication; ability to handle confidential information.
• Knowledge of benefit plans, policies and employment laws.

Responsibilities

• Handles inbound inquiries from associates or customers with empathy and clarity.
• Escalates complex cases to senior staff and ensures proper routing.
• Maintains accurate case records and documents actions taken.
• Provides guidance on HR system processes and resolves issues for associates and leaders.
• Collaborates with internal teams and vendors to resolve inquiries.

Skills

Customer care

HR systems

Policy knowledge

Communication skills

Confidentiality

Education

Bachelor’s degree in business/HRS/finance

Tools

HR software

Job description

Job Description Summary

If you’re passionate about becoming a Nationwide associate and believe you have the potential to be something great, let’s talk. At Nationwide®, “on your side” goes beyond just words. Our customers are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care. This is a hybrid work opportunity.

Job Description Key Responsibilities

• Receives inbound calls, emails, cases, consults as needed with the associate or customer while showing empathy, understanding, and demonstrating confidence.
• Consults and serves as subject matter expert on more complex and escalated cases, inquiries, complaints, or concerns on a variety of benefits, payroll, time reporting, human resource systems, policies, practices, and processes.
• Update the case management record including when the inquiry requires further research or is redirected to other partners.
• Ensure all relevant facts, details, and information are captured and clearly documented.
• Identifies more complex matters or escalations and assign cases to more expert staff for in-depth research and resolution.
• Clearly communicate expectations and next steps with person making inquiry and appropriate partners.
• Provides guidance on HR system processes and procedures as well as troubleshoots issues that may emerge within the HR system for associates and leaders.
• Handles cases, questions, and inquiries in a confidential and professional manner while demonstrating empathy.
• Maintains current knowledge of and adheres to internal policies and practices, benefit summary plan descriptions and employment laws.
• Collaborates with internal legal departments and/or external government or regulatory entities to support resolving inquiries.
• Actively participates in projects, focusing on specialty areas and assists with questions from peers and training team members.
• Research, drafts, updates, edits, reviews, and submits documents for an internal repository and information to the HR knowledge base.
• Identifies and refers misdirected matters to the appropriate internal resources that may include self-service, other HR departments, or other experts across Nationwide.
• Identifies critical or potential crisis situations and immediately redirect incident to appropriate partner for the necessary care or resolution.
• Creates or recommends improvements to processes, procedures, tools, systems, and controls to increase the quality and optimization of associate solutions and resources.
• Maintains collaborative relationships with vendors and external partners to support associate matter resolution.
• May perform other responsibilities as assigned.

Reporting Relationships

Reports to a Director or Manager in Associate Relations & Solutions. This is an individual contributor role.

Typical Skills and Experiences

Education: Undergraduate studies in areas such as business administration, human resources management, finance or related areas preferred.

License/Certification/Designation: Certification in HR or benefits (e.g., CEBS, CBP, FMLI, PHR, SHRM-CP) desirable.

Experience: Typically, five or more years demonstrated experience in customer care, benefits administration or planning, human resources, associate relations, or related business experience.

Knowledge, Abilities and Skills

• Proven knowledge of benefit plans, policies, procedures, customer care practices and procedures.
• Proven knowledge of human resources policies and state/federal employment laws.
• Strong written and verbal communication skills; ability to identify and evaluate inquiries, problems, critical or potential crisis situations, and take appropriate action; and ability to maintain confidentially of sensitive information.
• Able to effectively operate human resources software.
• Proven ability to set work priorities, and to evaluate and recommend solutions to basic associate relations issues.
• Mathematical skills for benefits calculations, account reconciliation’s, and pay calculations.
• 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 HR Business Partner.

Values

Regularly and consistently demonstrates Nationwide Values.

Job Conditions

Overtime Eligibility: Not Eligible (Exempt)

Working Conditions: Normal office environment.

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.

Benefits

We have an array of benefits to fit your needs, including: 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.

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.

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

• 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.
• The national salary range for Specialist, Associate Relations & Solutions : $79,500.00-$148,500.00
• The expected starting salary range for Specialist, Associate Relations & Solutions : $79,500.00 - $119,500.00

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.