This is a hybrid role based out of the Columbus, OH office.
Compensation Grade: E
Job Description Summary
Are you interested in developing sales skills and learning how to identify opportunities in the Financial Services industry? Are you passionate about improving the financial wellbeing for clients? Success on our team is directly related to embracing change, providing exceptional customer service, and having a passion for getting things done right. We work together to build our business and grow profitably, with unwavering attention to detail. If you are naturally curious, want to grow and learn and develop your expertise in financial services, we want to know more about you!As a Senior Analyst, you will have the opportunity to develop a future career as a financial advisor by assisting the Investment Specialists and identifying clients with potential financial needs. You will provide education, issue resolution and transactional service to Nationwide Securities LLC (NSLLC) clients using concierge type service. You’ll receive inbound calls and make outbound calls to clients providing important account information, resolving outstanding issues or provide notice of account or paperwork issues. The objective for both inbound and outbound calls are to deepen client relationships, provide access to our in-house team of financial advisors and ultimately, retain and grow our client assets.
Job Description
Key Responsibilities:
Proactively builds relationships with clients by introducing Investment Specialists to qualified, warm leads from our Solutions Center. Partners with Investment Specialists to understand financial needs and consult on how NSLLC products and services may benefit the client.
Identifies retention opportunities as a result from beneficiary claims and creates successful transition from claim to new account with beneficiaries.
Initiates calls to targeted clients to discuss financial goals and encourage meetings with Investment Specialists. Also, conducts outbound calls to clients to provide additional information, resolve outstanding issues, answer questions or to provide notice of account or paperwork issues.
Completes account reviews to assist Investment Specialists and provide information on client’s current investments and financial goals.
Provides market insights and education to clients on available products and services at NSLLC.
Receives and responds to calls and contacts from existing and/or prospective customers of the broker-dealer. Provides education, issue resolution and transactional service to NSLLC clients using concierge type service. Acts as first point of contact for escalated client situations.
Receive inboard calls to NSLLC trade desk and perform brokerage reports as assigned.
Supports operational functions to effectively serve our clients including money movement, account opening and paperwork resolution.
Maintains up-to-date records of all conversations and is adept with broker-dealer systems.
Achieves scorecard requirements such as activity and quality metrics, product knowledge, retention opportunities and professional development.
Develops professionally through product training, coaching sessions, and partnership with Investment Specialists
Applies knowledge of industry trends, competitive intelligence, state legislation, market movements and investment changes/performance to consult with Investment Specialists. Works in the structure of a call center, providing scheduled availability to the phone lines and strictly adhering to planned work schedules.
Communicates information effectively and confidently and in an easy-to-understand manner with customers. Understands when to involve the appropriate partners to ensure resolution of the issue. Follows up to ensure completion. Provides concierge type service in making outbound calls to clients to answer any remaining questions and close out the interaction.
Knows and uses broker-dealer policy, procedures, and staffing roles to facilitate issue resolution and provide answers to questions.
Provides operational processing assistance to the Business Processing Team as required.
May perform other responsibilities as assigned.
Reporting Relationships: Reports to Manager and does not have direct or indirect reports.
Typical Skills and Experiences:
Education: High school education, undergraduate studies in business or finance preferred.
License/Certification/Designation: FINRA SIE, Series 7, Series 63 and State Life/Annuity Insurance Agent licenses 120 days post-hire is required. Additional licenses/registrations may be required when new products and services are implemented. If an associate fails or is unable to acquire required licenses/registrations within the designated time period, the associate will be ineligible to continue in the position.
Experience: Three years of experience in the financial services industry preferred, and/or a customer service/ call center role.
Knowledge, Abilities and Skills: Strong verbal and written communication skills. Working knowledge of insurance or financial business processes. Non-standard or extended work may be required based on project needs. Ability to operate a personal computer and business software. Subject matter authority and understands the broker-dealer business model, products and operational procedures and policies. Excellent communication skills, especially over the phone. Ability to problem solve and a demonstrated ability to diffuse confrontational calls and decipher problems to determine proper course of action, while maintaining focus on finding a resolution. Ability to conduct transactional level service for the client when possible and needed.
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 Resource Business Partner.
Values: Regularly and consistently demonstrates the 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. To learn more about the benefits we offer, click here.
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.