Job Details

Job Title: Customer Service - Financial Services Analyst_Job ID- NW00JP00017660

Duration: 15+ Months (Possible Extension) Work from home: Till the time of COVID 19

Location: 10 West Nationwide Blvd, Columbus, OH 43212

Pay Rate: $14 - $15 an hour on W2

Hours: 7.75 hrs/day || 38.75 hrs/week

Job Description:

· We are aiming to fill 24 spots to start on Monday, November 2, 2020.

· Training will be 6 weeks, concluding on Tuesday, December 15.

· Hours during the training period will be 8:00am - 4:30pm Monday - Friday (45-minute unpaid lunch).

· After training, candidates must have open availability during our hours of operation (8:00 a.m.-11p.m. Monday-Friday and Saturday 9:00 AM – 6:00 PM).

· This class must be filled by Friday, October 16, 2020.

Client Notes:

· During the 6 week training attendance is mandatory client have had attendance issues in past classes during the training schedule and we need this expectation to be level set with all potential contractors. (Attendance Policy listed below)

· Training will be extended by two days (12/14-12/15) since we will be closed on Thanksgiving and Black Friday.

Attendance policy:

· Occurrences for missing time from work that is unplanned/not approved will be determined by how much time is missed. This will include being late or leaving early.

· 15 minutes – 2 hours will = ½ occurrence

· 2 hours or more will = 1 occurrence

· At 4 occurrences a warning to the contractor. At 5 a final warning, and finally if a contractor reaches 6 occurrences, Will ask that the contract be terminated.

· During training they will be signing in every day and expected to be ready for the day by 8am.

Class Expectations & Differences:

This class is set to be fully virtual via Microsoft Teams – At this time this will be a fully WFH position until we can return back to the office.
Candidates must have INTERNET access (NOT PUBLIC WIFI) – home WIFI is not acceptable either. Candidates must be plugged into the modem/router at all times

1. Equipment being sent home with each contractor
  1. Hp Laptop
  2. Monitor
  3. Jabra Headset / Softphone Kit
  4. Ethernet Cord – 20ft cord provided by Nationwide again candidates must be hard wired into a modem/router!
  5. HP Power Cord
  6. Docking Station/Mouse/Keyboard
  7. Work from Home Guide

Minimum Requirements for Internet Speed:

Broadband Circuit with at least 30 Mbps download speed, 2 Mbps upload speed
Satellite access does not meet the minimum requirements
If you do not meet these minimum requirements, contact your Internet Service Provider (ISP) to review what options they can provide. (Sometimes this is a newer router, a higher speed service they offer, new firmware downloads to current router)
1. If your ISP is unable to meet these minimum requirements, check if there is another ISP in your area who can provide the required speeds.
2. They can go to speedtest.com to check their internet speed

Summary of Job Responsibilities:

· Provides prompt efficient service for assigned product and/or service center internal and external customers.

· Designs and administers plans funded by all types of investments, with investment direction provided by trustee(s) and/or plan participants. Coordinates full communication between contract holders, producers, and with internal Nationwide departments.

o The following duties cover what are generally believed to be principal and essential functions of the job.

o Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

o 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 on system.

o Follow-up with appropriate internal administrative areas for completeness and accuracy of the end policy/account product.

o Reviews and approves requests for withdrawal, exchanges, deposits, annuity purchases, and contract cashouts. Requests additional information when necessary.

o Compiles management information such as contract and sold case activity as needed by internal management.

o Communicates with customers, sales force, other departments, regional and/or field offices and other industry companies through oral and written communications. Maintains appropriate records.

o Approves and processes business in accordance with government regulations, contract provisions, and internal procedures and controls.

o Provides quality customer service by demonstrating and understanding customer needs and emphasizing timely responses.

o Researches and corrects errors.

o Demonstrates the initiative and flexibility to identify situations that require exception processing and seek alternatives from more experienced personnel.

o Responsible for research and drafting of written responses to NASD and Nationwide formal complaints.

o Performs other duties as requested.

Experience and Knowledge:

· Four years work experience. Work experience with undergraduate studies preferred.

· General office practices, customer service, and office equipment. Information systems and insurance/financial services industry practices (i.e. annuities, mutual funds) preferred.

· Basic mathematics, familiarity with office filing systems and record keeping procedures, and problem-solving techniques.

· Basic knowledge of contract law and the tax ramifications.

Skills and Education:

· Ability to prioritize own work within standards.

· Effective written and oral communication skills to interact with customers, team members, and management.

· Decision making skills necessary for customer contacts.

· Ability to identify and evaluate problems and analyze customer inquiries and determine the appropriate action.

· Decision making skills necessary for problem identification and correction.

· Ability to coordinate and conduct, direct or lead a project or the training of team members.

· Proven ability to operate a CRT and PC.

· High school studies.

Undergraduate studies desirable. Participation in technical coursework such as LOMA, CLU, ChFC desirable. NASD series 6 and/or 26 preferred, and may be required based on assigned product/line-of-business or distribution system.

Company DescriptionThe client is one of the largest insurance and financial services companies in the world, focusing on domestic property and casualty insurance, life insurance and retirement savings, asset management, and strategic investments.

Summary
Pyramid Consulting
Work from home_ Customer Service-Financial Services Analyst ||

Tags: Business