Financial Services Analyst (group Benefits Admin)

Financial Services Analyst (Group Benefits Admin)

Are you passionate about delivering exceptional service and making a meaningful impact on clients' experiences? As a Financial Services Analyst (Group Benefits Admin), you'll be the go-to expert for resolving client concerns and ensuring smooth communication across sales offices, agencies, and employer groups. Your work will directly contribute to client satisfaction and retention.

What You'll Do:

• Be the first point of contact for inbound calls and emails, providing timely and effective follow-up to ensure resolution.
• Address a wide range of service needs including claims, billing, eligibility, licensing, commissions, web access, and retention.
• Deliver a personalized experience by educating Employers, Brokers, and Members on their coverage and available resources.
• Drive results by fostering urgency and commitment to exceed customer expectations.
• Conduct root cause analysis to identify issues and recommend solutions.
• Simplify complex insurance concepts for clients in a clear, easy-to-understand way.
• Master workflows and business processes to support the overall service strategy.
• Spot opportunities for process improvement and collaborate with internal teams to implement changes.
• Consistently meet and exceed performance goals to enhance client retention and reduce lapse rates.

What You Bring:

• Prior experience in the insurance or benefits industry.
• Solid understanding of underwriting and risk factors affecting health insurance profitability.
• Advanced customer service skills with the ability to handle diverse inquiries professionally.
• Strong decision-making skills backed by data analysis and clear communication.
• High initiative, sound judgment, and self-motivation.
• Excellent organizational and time management skills, especially under pressure.
• A collaborative mindset with the ability to guide others on processes and products.
• Openness to giving and receiving constructive feedback.

Located onsite at the Schlitz Park location in Milwaukee, Wisconsin. This role is full-time, on-site with a work schedule of Monday - Friday, 8am to 5pm. 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 passionate about helping people and want to accelerate both your personal and professional growth, we want to know more about you! As an Analyst, you'll provide prompt, efficient service for assigned product and/or service center internal and external customers. You will coordinate communication between contract holders, producers and internal Nationwide departments. You will review forms and files submitted by members or partners to ensure accurate entry into record keeping systems.

Key Responsibilities:

• Prepares all materials to propose, sell and establish new plans and set up appropriate records: proposal illustrations, trust agreements, IRS determination reporting, employee communications and client administrative guide, census and plan information.
• Interprets plan provisions, product rules and guidelines to process requests in accordance with Plan and Legal requirements.
• Provides extraordinary care to our customers through workflow management and meeting all required service level agreements. Proactively seeks out opportunities to improve processes and the members experience through use of lean methodology.
• Follows up with appropriate internal administrative areas for completeness and accuracy of the end policy/account product.
• Researches, reviews and analyzes errors and determines best course of action for a workable solution. Takes ownership of identifying and evaluating problems and analyzing customer inquiries to determine appropriate action.
• Conducts follow up calls to service issues and questions, de-escalating complex customer requests and providing outstanding care during resolution. Includes understanding topics that require insurance or securities license and registration and when and how to route those inquiries to the properly-registered representative.
• Reviews and approves requests for withdrawal, exchanges, deposits, annuity purchases and contract cash-outs. Requests additional information when necessary.
• Compiles management information such as contract and sold case activity as needed by internal management.
• Communicates with customers, sales force, other departments, regional and/or field offices and other industry companies on topics that do not require insurance or securities licensing and registration. Collaborates and networks with outside business units to create innovative solutions for internal and external customers. Maintains appropriate records. Approves and processes business according to government regulations, contract provisions and internal procedures and controls.
• Conducts in good order reviews or other applicable requests for servicing Nationwide policies and customers for withdrawal, exchanges, deposits, annuity purchases and contract cash-outs.
• Helps with research for written responses to Nationwide formal complaints.
• Participates in special projects as assigned. Collaborates with appropriate staff to design, document, and implement process improvements and best practices.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Operations Division Manager or Unit Manager.

Typical Skills and Experiences:

Education: High school studies. Undergraduate studies desirable. Participation in technical coursework such as LOMA, CLU, ChFC desirable.

License/Certification/Designation: FINRA Series 6 license preferred, and may be required, based on assigned product/line-of-business or distribution system.

Experience: Four or more years of related work experience, including customer service experience, preferably with cross-functional business unit exposure. Customer service experience required.

Knowledge, Abilities and Skills: Knowledge of Nationwide's suite of financial products. Excellent verbal and written communications skills in order to manage relationships with internal and external customers. Strong analytical and problem resolution skills. Ability to research, analyze and solve problems, leveraging existing and innovative methodologies. Ability to understand, anticipate and proactively act on customer needs. Proven decision-making skills necessary for customer contacts. Ability to multi-task, independently manage work and establish priorities that conform to time, service and quality standards. Strong team-building and collaboration skills.

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 Human Resources Business Partner.

Values: Regularly and consistently demonstrates the Nationwide Values.

Job Conditions:

Overtime Eligibility: Non Exempt (Eligible)

Working Conditions: Normal office environment.

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 the 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.

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.