Sr. Analyst, Client Services-2

OhioX; Columbus (OH); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Nationwide Financial in Columbus, OH is seeking a Senior Analyst to maintain relationships with plan sponsors, TPAs and PPAs and support ongoing administration of retirement plans. The role requires collaboration with producers, actuaries and sales teams to deliver accurate services and presentations.

The Senior Analyst will handle client communications, respond to audit requests, manage documentation, and coordinate with internal teams to ensure timely processing of payroll, distributions, and

Qualifications

• Two to three years of service industry experience.
• Experience with Nationwide Financial is preferred.
• Knowledge of retirement plans and related processes is a plus.

Responsibilities

• Maintain relationships with producers, plan sponsors, actuaries, TPAs and PPAs for ongoing plan administration.
• Assist clients with governmental audits, prepare and conduct meetings.
• Provide expertise and support to sales personnel and develop presentations to prospective customers.
• Serve as liaison between Nationwide Financial and PPAs, TPAs and plan sponsors.
• Gatekeeper for customer emails and routing to appropriate location.
• Process loan reconciliations/loan management system conversions.
• Support payroll, statement management, and updates, billing and invoices, tax reporting, distributions and refunds.
• Research issues and coordinate resolution with plan sponsors, administrators and investment professionals.
• Onboard new plans; train and assist with functional training.

Skills

Customer service

Relationship management

Process improvement

Communication

Education

High school diploma or GED

Undergraduate studies desirable

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 is a hybrid role based in Columbus, Ohio, requiring on‑site presence at least two days per week.

This role does not qualify for employer sponsored work authorization. Nationwide does not participate in the STEM OPT extension program.

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Job Description Summary

Our work helps people retire more successfully, with products and services that support financial well-being of retirement plans and their participants. With strong teamwork and an outstanding culture, we combine technical expertise with relationship management to create better futures for these plans. If you are ready to put your knowledge of financial products and services to use, can anticipate and solve challenges and provide outstanding customer service, we want to know more about you!

As a Senior Analyst, you'll maintain relationship by working with producers, plan sponsors, actuaries, third-party administrators (TPAs) and PPAs with the ongoing administration of plans, providing assistance to clients with governmental audits, preparing and conducting meetings, providing expertise and support to sales personnel, developing and making presentations to prospective customers. You will act as a liaison between Nationwide Financial and our small to mid-size PPAs, TPAs and plans sponsors.

Key Responsibilities

• Drives and implements continuous improvement to elevate customer service.

• Communicates with plan sponsors and their representatives, IP, TPA and PPA regarding the administration of qualified retirement plans.

• Serves as point-of-contact for plan sponsors, IPs, TPAs and PPAs. Develops and manages relationships with internal/external clients and business partners. Identifies business needs, service requirements, key issues, alternative solutions and resources for the clients and business.

• Creates and uploads participant vesting files.

• Serves as a gatekeeper for customer emails and routing to appropriate location.

• Processes loan reconciliations/loan management system conversions.

• Manages incoming phone calls and email queues from front line administrator staff, plan sponsors and investment professionals.

• Supports payroll, statement management and updates, billing and invoices, audit questions, distributions and refunds, tax reporting, default suspense set-up and maintenance, auto enrollments, Roth, Roth conversions, online enrollments, 5500 and Schedule C reporting, automatic rollovers, trust reporting, suspense, data file creation and automatic asset rebalancing.

• Researches, coordinates and communicates issue resolution with plan sponsors, administrators and investment professionals.

• Supports and assists administrator front line staff on Nationwide websites and applications. Onboards new plans; trains and assists with functional training.

• Identifies and resolves technical issues.

• Influences and advises plan sponsors, administrators and investment professionals on process and service options.

• Organizes and sends mass communications to administrators and plan sponsors (TPA).

May perform other responsibilities as assigned.

Reporting Relationships

Reports to Manager and does not have direct reports.

Typical Skills and Experiences

Education: High school graduate or GED. Undergraduate studies desirable.

Experience: Two to three years of service industry experience, Nationwide Financial (wholesale distribution model) experience preferred.

Knowledge, Abilities and Skills: Learning basic knowledge of retirement