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 service and making a meaningful impact on clients’ experiences? As an Analyst, Plan Administrator (Group Benefits), you’ll be the go-to expert for resolving client concerns and ensuring smooth communication across sales offices, agencies, and employer groups. Your work will directly contribute to client satisfaction and retention.
What You’ll Do:
- Answer inbound ACD calls, manage email correspondence and perform outbound follow-ups
- Execute effective resolutions on service needs, including claims, billing, eligibility, licensing, commissions, web access, retention and other customer service needs that arise
- Provide a highly personalized member experience dedicated to educating Employers, Brokers and members on coverage and the tools and resources available to them
- Foster a sense of urgency and commitment to achieve goals resulting in the ability to influence the organization to meet and exceed customer expectations
- Perform root cause analysis and determine proper course of action
- Explain insurance concepts in an easy to understand format
- Demonstrate strong understanding of all workflows and business processes to execute overall service strategy
- Identify areas of process improvement and works with manager and internal organization to improve processes
- Meet and exceed individual and team performance goals to improve overall lapse rate and service
What You Bring:
- Previous industry experience
- Understanding of underwriting risk factors that influence health insurance profitability
- Advanced customer service skills-ability to handle a wide variety of callers in a professional manner and strong interpersonal skills
- Ability to process complex time sensitive information from multiple sources, make decisions based on data and to effectively communicate the related required actions to a broad audience
- High degree of initiative, mature judgment, and self-motivation
- Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
- Team oriented ability to provide guidance on process, procedures, and product
- Comfortable with delivering and receiving feedback
Located onsite at the Schlitz Park location in Milwaukee, Wisconsin.
This role is full-time, on-site with a work schedule of Monday - Friday, 8am to 5pm.
Compensation: $48,360/year
This role does not qualify for employer-sponsored work authorization. Nationwide does not participate in the Stem OPT Extension program.
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Job Description Summary
Do you love connecting and building new business relationships? If you have a natural curiosity, are excited about helping people and want to accelerate both your personal and professional growth, we want to know more about you!
As an Analyst, you’ll research, analyze, resolve and respond to inquiries and provide support in the development and maintenance of business processes for customers to achieve desired business results. You will also respond to escalated customer requests regarding premiums and refunds.
Job Description
Key Responsibilities:
Researches, analyzes and resolves discrepancies
Prepares and communicates reconciliation reports to employer groups
Builds and maintains relationships with key employer groups, brokers and regional offices
Provides ongoing support and training for team members on policies and standards
Manages suspense account entries using established regulatory standards
Identifies and recommends opportunities for process improvement
Completes Customer Focus Interaction initiative using established procedures to meet goals
Documents and executes processes with minimal direction from leadership
Coordinates special projects for accurate resolution
Determines appropriate issues to escalate and assist management with resolution
May perform other responsibilities as assigned.
Reporting Relationships: Reports to Supervisor or Manager.
Typical Skills and Experiences:
Education: High School Diploma or GED preferred.
Experience: 1-2 years of experience preferred.
Knowledge, Abilities and Skills: Advanced level of understanding of Benefit Administration’s business area processes. Proficient in Microsoft Excel and Word. Detailed understanding of multiple systems to access data. Ability to demonstrate innovation and process improvement skills. Excellent verbal and written communication skills and organizational skills.
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 Resource 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.
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:
We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.
