Specialist, TPA Client Svcs.

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 customer service and driving continuous improvement? Join our team as a Third Party Administration Client Services Specialist and make a significant impact on the administration of qualified retirement plans.

The ideal candidate will have the following skills/capabilities:

• Customer Service Excellence: Ability to drive and implement continuous improvement ideas for customer service activities.
• Effective Communication: Proficient in communicating with plan sponsors, IPs, TPAs, and PPAs about the administration of qualified retirement plans.
• Relationship Management: Skilled in developing and maintaining strong relationships with internal and external clients and business partners.
• Problem-Solving: Capable of identifying business needs, service requirements, key issues, alternative solutions, and resources for clients and the business.
• Advisory Skills: Ability to influence and advise plan sponsors, administrators, and investment professionals on process and service options.
• Technical Proficiency: Experience in creating and uploading participant vesting files, processing loan reconciliations, and LMS conversions.
• Financial Services Experience: 3-5 years of experience in the financial services industry, with a preference for Nationwide Financial (wholesale distribution model) experience.
• Licensing: FINRA Series 6 license required (must be acquired within 120 days)​

(Internal Use Only - F2 Pay Band)

​#LI-YA1

Job Description Summary

Our work helps people retire more successfully, with products and services that support financial well-being of retirement plans and their participants. With strong teamwork and an outstanding culture, we combine technical expertise with relationship management to create better futures for these plans. If you are ready to put your knowledge of financial products and services to use, can anticipate and solve challenges and provide outstanding customer service, we want to know more about you!
As a Specialist, you'll maintain relationship by working with producers, plan sponsors, actuaries, third-party administrators (TPAs) and PPAs with the ongoing administration of plans, providing assistance to clients with governmental audits, preparing and conducting meetings, providing expertise and support to sales personnel, developing presentations to share with prospective customers. You will act as a liaison between Nationwide Financial and our small to mid-size PPAs, TPAs and plans sponsors.

Job Description

Key Responsibilities:

• Drives and implements continuous improvement ideas for customer service activities.

• Communicates with plan sponsors and their representatives, IP, TPA and PPA about the administration of qualified retirement plans.

• Serves as point-of-contact for plan sponsors, IPs, TPAs and PPAs. Develops and maintains relationships with internal/external clients and business partners. 

• Identifies business needs, service requirements, key issues, alternative solutions and resources for the clients and business. Influences and advises plan sponsors, administrators and investment professionals on process and service options.

• Creates and uploads participant vesting files.

• Processes loan reconciliations/loan management system (LMS) conversions.

• Manages incoming phone calls and email queues from front line administrator staff, plan sponsors and investment professionals. Gatekeeper for customer emails and routing to appropriate location.

• Supports payroll, statement management and updates, billing and invoices, audit questions, distributions and refunds, tax reporting, default suspense set up and maintenance, auto enrollments, Roth, Roth conversions, online enrollments, 5500 and Schedule C reporting, Automatic rollovers, trust reporting, suspense, data file creation and automatic asset rebalancing.

• Researches, coordinates and communicates issue resolution with plan sponsors, administrators and investment professionals. Identifies and resolves technical issues.

• Trains and assists administrator front line staff on Nationwide websites and applications. May perform onboarding for new plans; trains and assists with functional training.

• Organizes and sends mass communications to administrators and plan sponsors (TPA).

• Reviews and makes updates, as a subject matter authority, to external marketing collateral and user guides.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Manager and does not have direct reports.

Typical Skills and Experiences:

Education: High school graduate or equivalency. Undergraduate studies desirable.

License/Certification/Designation: FINRA Series 6 license required. Associates must acquire the license within the time period designated by the business unit. If an associate is unable to acquire required license within the designated time period, the associate will be ineligible to continue in the position.

Experience: Three to five years of financial services industry experience; Nationwide Financial (wholesale distribution model) experience preferred.

Knowledge, Abilities and Skills: Basic knowledge of retirement plans; begins pursuing and completes ASPPA RPF 1/2 courses and Sunguard/Corbel Retirement Plan Elements online course. Basic digital literacy; aptitude to learn new systems; ability to manage high volumes of work; proven customer service skills; interpersonal skills; teamwork approach. Ability to communicate effectively, both verbally and in writing. Ability to prioritize. Ability to analyze and recommend solutions to business issues.

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.

Job Conditions:

Overtime Eligibility: Exempt (Not 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.