Sr. Analyst, TPA Client Svcs.

Job Description Summary

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.
• 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

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

Requirements

• Education: High school graduate or GED. Undergraduate studies desirable.
• Experience: Two to three years of service industry experience, Nationwide Financial (wholesale distribution model) experience preferred.
• 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.