Sr. Analyst, Client Services-2

Nationwide; Columbus (OH); Hybrid; USD 55,000 - 102,000; Full time

Benefits offered by this job

Medical/dental/vision coverage

Life insurance

Short and long-term disability

Paid time off

9 holidays

401(k) with company match

Pension plan

Business casual attire

Job summary

Nationwide is seeking a Senior Analyst, Client Service in a hybrid Columbus office to support retirement plans administration and customer service excellence. You will work with plan sponsors, TPAs, and PPAs, coordinating meetings, audits, and communications while leveraging your knowledge of retirement plans and system tools.

The role emphasizes relationship-building, problem-solving, and cross-functional collaboration in a dynamic team.

Qualifications

• High school diploma or GED required; undergraduate studies desirable.
• Two to three years of service industry experience; Nationwide Financial experience preferred.
• Learning basic knowledge of retirement plans; pursuing ASPPA RPF 1/2 courses; strong communication and teamwork skills.

Responsibilities

• Drives continuous improvement to elevate customer service and supports plan sponsors, IPs, TPAs and PPAs.
• Acts as a liaison between Nationwide Financial and clients; prepares and conducts meetings and presentations.
• Handles escalations, analyzes business issues, and communicates resolutions to sponsors and administrators.
• Manages and coordinates plan sponsor communications and onboarding of new plans; room for cross-functional collaboration.

Skills

Customer service

Communication

Teamwork

Digital literacy

High-volume work management

Retirement plans knowledge

ASPPA RPF courses

Education

High school diploma or GED

Undergraduate studies desirable

Job description

Job Conditions

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.

#Nationwidefinancial

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).

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 plans; begins pursuing and completes ASPPA RPF 1/2 courses. Basic digital literacy; aptitude to learn new systems; ability to manage high volumes of work; solid customer service skills; interpersonal skills; teamwork approach. Ability to communicate effectively, both verbally and in writing. Ability to establish priorities. Ability to analyze and recommend solutions to business issues.

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 the Nationwide Values.

Job Conditions

Overtime Eligibility: Exempt (Not eligible)

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 reference or through other means.

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 Senior Analyst, Client Service : $55,000.00-$102,000.00

The expected starting salary range for Senior Analyst, Client Service : $55,000.00 - $82,000.00