Are you passionate about being part of a team that delivers extraordinary care to help individuals and businesses prepare for and protect their retirement? If so, then Nationwide Financial could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.
Are you passionate about delivering exceptional service and making a meaningful impact on clients’ experiences? As an Analyst, Plan Administrator (Group Benefits), 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.

JOB DESCRIPTION SUMMARY

Do you love connecting and building new business relationships? If you have a natural curiosity, are excited 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 research, analyze, resolve and respond to inquiries and provide support in the development and maintenance of business processes for customers to achieve desired business results. You will also respond to escalated customer requests regarding premiums and refunds.

TYPICAL SKILLS AND EXPERIENCES:

Education: High School Diploma or GED preferred.
Experience: 1-2 years of experience preferred.
Knowledge, Abilities and Skills: Advanced level of understanding of Benefit Administration’s business area processes. Proficient in Microsoft Excel and Word. Detailed understanding of multiple systems to access data. Ability to demonstrate innovation and process improvement skills. Excellent verbal and written communication skills and organizational 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 Resource Business Partner.
Values: Regularly and consistently demonstrates the Nationwide Values.

WHAT YOU’LL DO:

• Answer inbound ACD calls, manage email correspondence and perform outbound follow-ups
• Execute effective resolutions on service needs, including claims, billing, eligibility, licensing, commissions, web access, retention and other customer service needs that arise
• Provide a highly personalized member experience dedicated to educating Employers, Brokers and members on coverage and the tools and resources available to them
• Foster a sense of urgency and commitment to achieve goals resulting in the ability to influence the organization to meet and exceed customer expectations
• Perform root cause analysis and determine proper course of action
• Explain insurance concepts in an easy to understand format
• Demonstrate strong understanding of all workflows and business processes to execute overall service strategy
• Identify areas of process improvement and works with manager and internal organization to improve processes
• Meet and exceed individual and team performance goals to improve overall lapse rate and service

KEY RESPONSIBILITIES:

• Researches, analyzes and resolves discrepancies
• Prepares and communicates reconciliation reports to employer groups
• Builds and maintains relationships with key employer groups, brokers and regional offices
• Provides ongoing support and training for team members on policies and standards
• Manages suspense account entries using established regulatory standards
• Identifies and recommends opportunities for process improvement
• Completes Customer Focus Interaction initiative using established procedures to meet goals
• Documents and executes processes with minimal direction from leadership
• Coordinates special projects for accurate resolution
• Determines appropriate issues to escalate and assist management with resolution
  May perform other responsibilities as assigned.
  Reporting Relationships: Reports to Supervisor or Manager.