Rep, Internal Sales & Service

If you’re passionate about becoming a Nationwide associate and believe you have the potential to be something great, let’s talk.

Number 54 on the Fortune Magazine 100 Best Places to Work.

Provides quality sales & service support to financial advisors, agents, and customers. Is knowledgeable of all products and can handle different types of inquiries. Analyzes and resolves issues and inquiries that require in-depth product and regulatory knowledge. Turns service inquiries into sales opportunities within own business segment and/or to support other - products by providing a sales lead. Educates customers in all aspects of contract and utilizes technology to enhance conversations. Understands the firm restrictions and how they apply to the business. Can interpret and articulate our marketing pieces when speaking with customers.

Job Description

REPORTING RELATIONSHIPS: Reports to Reports to Supervisor/Manager.

CORE RESPONSIBILITIES:

• Receives and responds to incoming calls from investment professionals and customers on multiple financial topics ranging from taxes, withdrawals, benefits, product features, costs, loans, premiums, payment schedules, etc. Understands the different product suites, including current line-up and products no longer sold that still require servicing.

• Responsible for interpreting and applying all changes and enhancements to new and old products, based on daily Change Communications. Cross-sells unfamiliar product line to support strategy of all business lines meeting goal. Identifies the question(s) behind the question to proactively offer consultative expertise and uncover the unstated need.

• Maintains a record of the conversations and follows a process of documentation to support our strategy of knowing our member better than anyone and use the information in a way that drives the relationship deeper. Follows all rules and regulations to ensure compliance with FINRA or other professional licensure requirements, Nationwide policies, firms, and state and local laws.

• Uncovers sales opportunities by turning service inquiries into sales leads within own business segment and/or to support other product by providing a sales lead. Educates customers to ensure understanding of tax implications, penalties/surrender charges, death benefit protection, lifetime income, capital preservation, and/or benefits pertaining to the contract.

• Analyzes problems to determine proper course of action, striving for first time final resolution. When necessary, leverage team of specialists’ model and internal partners to resolve escalated issues.

• Is proficient with multiple technology systems and programs to provide a great experience for our customer. Utilizes virtual technology and social media to enhance customer, financial advisor, and agent experience. Can easily navigate within Nationwide to provide correct data and information to our investment professionals and member base.

• Performs other duties as assigned.

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TYPICAL SKILLS AND EXPERIENCES:

Education: High school diploma or equivalent required. Undergraduate degree in Finance, Business Administration, Insurance, Economics, Communications preferred

License/Certification/Designation: ChFC, CLU, other industry designations desirable

Associates must obtain 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 or is unable to obtain required licenses/registrations within the time period designated by the business unit, 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.

Experience: One-year experience in customer service, sales related occupations.

Knowledge: Knowledge of various insurance products and the sales process. Good understanding of the state and local laws necessary to understand the legal implications of certain product features in different states. Understands the consequences of not following the FINRA rules, such as arbitration, financial loss to associate and Nationwide, sanctions/penalties that could impact the associate’s eligibility to remain in this role.

Skills/Competencies: Excellent verbal and written communications necessary in order to talk to producers/customers about product features and to help in the sales process. Proficiency with computers and common office software.

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 and Guiding Behaviors.

JOB CONDITIONS:

Overtime Eligibility: Eligible (Nonexempt)

Working Conditions: Call center environment. Extended periods of time sitting in front of a computer and taking phone calls.

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.

Job Evaluation Activity: Revised 3/2018 SNG

Additional Job Description

Job ID: 53743

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