Senior Analyst, TPA Client Service

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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 Senior Analyst, 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 and making presentations to 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 to elevate customer service.

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

• Serves as point-of-contact for plan sponsors, IPs, TPAs and PPAs. Develops and manages relationships with internal/external clients and business partners. Identifies business needs, service requirements, key issues, alternative solutions and resources for the clients and business.

• Creates and uploads participant vesting files.

• Serves as a gatekeeper for customer emails and routing to appropriate location.

• Processes loan reconciliations/loan management system conversions.

• Manages incoming phone calls and email queues from front line administrator staff, plan sponsors and investment professionals.

• 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.

• Supports and assists administrator front line staff on Nationwide websites and applications. Onboards new plans; trains and assists with functional training.

• Identifies and resolves technical issues.

• Influences and advises plan sponsors, administrators and investment professionals on process and service options.

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

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 GED. 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 fails or is unable to acquire required license within the designated time period, the associate will be ineligible to continue in the position.

Experience: Two to three years of service industry experience, Nationwide Financial (wholesale distribution model) experience preferred.

Knowledge, Abilities and Skills: Learning basic knowledge of retirement plans; begins pursuing and completes ASPPA RPF 1/2 courses. Basic digital literacy; aptitude to learn new systems; ability to manage high volumes of work; solid customer service skills; interpersonal skills; teamwork approach. Ability to communicate effectively, both verbally and in writing. Ability to establish priorities. 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.