Job Description

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.

Candidate must be a forward-thinking lead who drives project work, identifies opportunities to improve processes, and provides guidance through complex operational challenges. This role requires strong collaboration, prioritization, and problem-solving skills; experience with automation, process improvement, and leading people is a plus.

This is a hybrid role based in Columbus, Ohio, requiring on‑site presence at least two days per week. The hired associate must reside within 35 miles of Three Nationwide Plaza in Columbus, Ohio.

This role does not qualify for employer sponsored work authorization. Nationwide does not participate in the STEM OPT extension program.

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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 a Technical Lead, you'll maintain and improve administration of financial product services by leading one or more service teams. You will monitor the workflow of team members to ensure time service standards are met for assigned product(s) and/or service center internal and external customers. You'll also oversee unusual or difficult cases, contribute to production activities and conduct quality reviews.

Job Description

Key Responsibilities:

• Maintains and improves administration of financial product services according to the terms of the plan, contract and administrative services agreements by monitoring the team's incoming work activity via daily tracking. Responsible for ensuring service standards are met.
• Develops and maintains procedures and training curriculum. Trains, mentors, and guides team members in all aspects of team's basic and complex functions and processes.
• Reviews documentation, analyzes and interprets processing errors at a team and individual level. Resolves processing errors and implements necessary changes. Conducts analysis and provides feedback in improving productivity and quality of work at an individual team member and team level. Provides feedback by conducting quality reviews of team member's work output.
• Oversees the handling of unusual or complex cases requiring knowledge of specialized complex subject matters to company policy, practices, and procedures to the appropriate managers.
• Works closely with other Technical Leads to share optimal practices. Assists other Technical Leads in their absence. Participates in projects as necessary.
• Provides input to Managers on improvement opportunities for team members' development and performance evaluations.

May perform other responsibilities as assigned.

Reporting Relationship: Reports to Manager; no direct reports.

Typical Skills and Experiences:

Experience: Three years of experience in call center or service center environment.

Education: High school diploma or equivalent required; undergraduate studies in business or related field preferred.

Licenses/Designations/Certifications: FINRA Series 6 and/or 26 licenses preferred, and may be required based on assigned product, line-of-business, or distribution system.

Knowledge, Abilities and Skills: Knowledge of call center or service center environment standard polices and practices. Excellent communication skills. Must have working knowledge of products, services and processes of the related business unit. Proven leadership abilities.

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the Office Vice President and HR Vice President.

Values: Regularly and consistently demonstrates the Nationwide Values.

Job Conditions:

Overtime Eligibility: Non-Exempt (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. 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.

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.

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 Sr Financial Services Technical Lead - NEX : $55,000.00-$102,000.00

The expected starting salary range for Sr Financial Services Technical Lead - NEX : $55,000.00 - $82,000.00