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Bilingual - Spanish/English
Summary of Job Responsibilities:Provides prompt efficient service for assigned product and/or service center internal and external customers. Designs and administers plans funded by all types of investments, with investment direction provided by trustee(s) and/or plan participants. Coordinates full communication between contractholders, producers, and with internal Nationwide departments.The following duties cover what are generally believed to be principal and essential functions of the job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.1. Prepares all materials to propose, sell, and establish new plans and set up appropriate records: proposal illustrations, trust agreements, IRS determination reporting, employee communications and client administrative guide, census and plan information on system.2. Follow-up with appropriate internal administrative areas for completeness and accuracy of the end policy/account product.3. Reviews and approves requests for withdrawal, exchanges, deposits, annuity purchases, and contract cashouts. Requests additional information when necessary.4. Compiles management information such as contract and sold case activity as needed by internal management.5. Communicates with customers, sales force, other departments, regional and/or field offices and other industry companies through oral and written communications. Maintains appropriate records.6. Approves and processes business in accordance with government regulations, contract provisions, and internal procedures and controls. 7. Provides quality customer service by demonstrating and understanding customer needs and emphasizing timely responses.8. Researches and corrects errors. 9. Demonstrates the initiative and flexibility to identify situations that require exception processing and seek alternatives from more experienced personnel.10. Responsible for research and drafting of written responses to NASD and Nationwide formal complaints.11. Performs other duties as requested.Experience:Four years work experience. Work experience with undergraduate studies preferred.Knowledge:General office practices, customer service, and office equipment. Information systems and insurance/financial services industry practices (i.e. annuities, mutual funds) preferred. Basic mathematics, familiarity with office filing systems and record keeping procedures, and problem-solving techniques. Basic knowledge of contract law and the tax ramifications.Skills:. Ability to prioritize own work within standards.. Effective written and oral communication skills to interact with customers, team members, and management.. Decision making skills necessary for customer contacts.. Ability to identify and evaluate problems and analyze customer inquiries and determine the appropriate action.. Decision making skills necessary for problem identification and correction.. Ability to coordinate and conduct, direct or lead a project or the training of team members.. Proven ability to operate a CRT and PC.
High school studies. Undergraduate studies desirable. Participation in technical coursework such as LOMA, CLU, ChFC desirable. NASD series 6 and/or 26 preferred, and may be required based on assigned product/line-of-business or distribution system.
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