Job Description Summary

Success on our team is directly related to embracing change, providing exceptional customer service and having a passion for getting things done right. We work together to build our business and grow profitably, with unwavering attention to detail. If you are naturally curious, want to grow and learn and develop your expertise in financial services, we want to know more about you!

As an Analyst, you’ll support customer and prospective customer inquiries in a call center environment. You will provide issue resolution and transactional service to Nationwide Securities, LLC (NSLLC) clients using concierge type service adhering to On Your Side service principles. You’ll receive inbound and make outbound calls to clients to provide additional information, resolve outstanding issues or provide notice of account or paperwork issues.

Job Description

Key Responsibilities:

• Receives and responds to calls and contacts from existing and/or prospective customers of the broker-dealer. Provides issue resolution and transactional service to NSLLC clients using concierge type service adhering to outstanding service principles. 

• Conducts outbound calls to clients to provide additional information, resolves outstanding issues, answer questions or to provide notice of account or paperwork issues. 

• Maintains up-to-date records of all conversations and is adept with broker-dealer systems.

• Documents all client interactions according to team procedures. 

• Works in the call center, providing scheduled availability to the phone lines and strictly adhering to planned work schedules. 

• Communicates information effectively and confidently and in an easy to understand manner with customers. Understands when to involve the appropriate partners to ensure resolution of the issue. Follows-up to ensure completion. 

• Knows and uses broker-dealer policy, procedures and staffing roles to facilitate issue resolution and provide answers to questions. 

May perform other responsibilities as assigned.

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

Typical Skills and Experience: 

Education: High school education, undergraduate studies in business or finance preferred.

Experience: One year of financial services industry experience preferred and/or a customer service/call center role.

License/Certification/Designation: FINRA Series 6 & 63 required. Associates must obtain the required federal and/or state licenses/registrations within the time period designated by the business unit. Additional licenses/registrations may be required when new products and services are implemented. If an associate fails or is unable to obtain required licenses/registrations within the time period designated by the business unit, the associates will be ineligible to continue in the position.

Knowledge, Abilities and Skills: Strong verbal and written communication skills. Non-standard or extended work may be required based on project needs. Ability to operate a personal computer and business software. Excellent communication skills, especially over the phone. Ability to problem solve and a demonstrated ability to diffuse confrontational calls and decipher problems to determine proper course of action, while maintaining focus on finding a resolution. Ability to conduct transactional level service for the client when possible and needed.

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 Human Resources Business Partner.

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: 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.