Are you passionate about being part of a team at a Fortune 100 company with nearly $70 billion in annual sales that delivers extraordinary care to help individuals and businesses prepare for and protect their future? If so, then Nationwide Financial could be the place for you! Our customers and partners are at the center of everything we do and were looking for associates who are passionate about delivering extraordinary care. This position is responsible for handling basic to complex telephone/email/chat/fax inquiries from internal and external customers in an efficient, professional, and accurate manner. Provides customers with product knowledge and resolves customers concerns. Provides support for customers by handling inquiries via calls/emails/chats, and demonstrates knowledge, understanding and experience to handle volume of internal and or external customer inquiries may include escalations Resolves complex questions/concerns and refer other inquiries to appropriate areas as needed Project Management: To initiate, execute, communicate and document projects as needed May act as a liaison to other departments where follow-up will be required to meet customers needs Assists in identifying process improvement opportunities Engages, inspires, educates and mentors, new hires and incumbents Collaborates with other areas to identify, analyze, and improve processes Inputs and tracks into the appropriate databases Supervisory Responsibilities: Education and Experience: High School Diploma or GED (Required) 0-2 years experience (Preferred) In lieu of the above education requirements, an equivalent combination of education and experience may be considered. Advanced product knowledge and insurance regulations knowledge Excellent working knowledge of Nationwide's systems required to perform the role Ability to sell and service policies (based on requirements of the department) Ability to diffuse customers and agents Excellent working knowledge of billing concepts and Nationwide billing systems Effective oral and written communication skills Intermediate problem-solving skills Ability to adjust schedule according to business need #LI-YA1 Job Description Summary Do you love connecting and building new business relationships? If you have a natural curiosity, are passionate about helping people and want to accelerate both your personal and professional growth, we want to know more about you! As a Technical Lead, you'll maintain and improve administration of financial product services by leading one or more service teams. You will monitor the workflow of team members to ensure time service standards are met for assigned product(s) and/or service center internal and external customers. You'll also oversee unusual or difficult cases, contribute to production activities and conduct quality reviews. Maintains and improves administration of financial product services according to the terms of the plan, contract and administrative services agreements by monitoring the team's incoming work activity via daily tracking. Develops and maintains procedures and training curriculum. Conducts analysis and provides feedback in improving productivity and quality of work at an individual team member and team level. Provides feedback by conducting quality reviews of team member's work output. Oversees the handling of unusual or complex cases requiring knowledge of specialized complex subject matters to company policy, practices, and procedures to the appropriate managers. Participates in projects as necessary. Provides input to Managers on improvement opportunities for team members' development and performance evaluations. Education: High school diploma or equivalent required; undergraduate studies in business or related field preferred. Must have working knowledge of products, services and processes of the related business unit. Staffing exceptions to the above must be approved by the Office Vice President and HR Vice President. Job Conditions: Overtime Eligibility: Exempt (Not eligible) Working Conditions: Normal office environment. 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. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. We value the partnerships we have built with our preferred vendors. Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range. Note on Compensation for Part-Time Roles: Please be aware that the salary ranges listed below reflect full-time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full-time schedule.The national salary range for Sr Financial Services Technical Lead : $55,000.00-$102,000.00The expected starting salary range for Sr Financial Services Technical Lead : $55,000.00 - $82,000.00