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Team Leads are leaders within the team responsible for the technical knowledge of associates with different knowledge levels - entry level to advanced. Must ensure associates are knowledgeable of all old and new products and can handle different types of inquiries.
Serves as the subject matter expert and is responsible for ensuring associates can articulate knowledge base correctly and use our technology and applications with a level of proficiency. In a highly-regulated industry, must understand regulatory and firm requirements, state and federal laws, and how to apply to the business to avoid liabilities and losses to the company. Is responsible for providing team members with new and updated information on a timely basis to prevent any incorrect information from being released and will work with their manager to keep the associate engaged and contributing to the company at a high level.
National Sales Desk (NSD) Retirement Plans Team Overview
The National Sales Desk Retirement Plan Team is to provide superior consultative sales and service support to customers, financial advisors, and Nationwide Agents. This is done via telephone, email and screen sharing technology.
Retirement Plans Team Leader Overview
In this position, the team lead is responsible for supporting and assisting the associates with calls from members and advisors with questions on Retirement Plans. This person will also be responsible in helping train, coach, and lead a team.
They will be expected to monitor and follow up on the daily, weekly, and monthly reports that the team receives to ensure they are properly executed. To help mitigate risk, they will ensure that all procedures are documented and reviewed annually.
1 year leadership experience
Excellent oral and written communication skills
Driver of personal and team engagement
Strong problem solving skills
Ability to set priorities, manage time, and organize work
Technical knowledge related to retirement plans is preferred
Positive change agent with experience in a Continuous Improvement environment
Supports leader in establishing and executing strategic direction
Series 6 required
Hours for this role:
Friday 11:30 am
REPORTING RELATIONSHIPS: Reports to Reports to Supervisor/Manager.
Leads associates with three levels of skill sets, entry level to advanced. Ensures associates are knowledgeable of all old and new products and can handle different types of inquiries, including consultative sales & service on multiple products and concepts.
Serves as the subject matter expert; responsible for ensuring associates can articulate knowledge base correctly and use our technology (including virtual technology) and applications with a level of proficiency. Must be able to articulate advanced topics on multiple products and concepts and know how to navigate within Nationwide to provide a great experience for our customers and financial advisors.
Must be proficient with the technical side of the business, understanding the liabilities to Nationwide with regulatory requirements, state and federal laws, firm requirements, and how they apply to the business. Must ensure all requirements are met to eliminate penalties or fines to Nationwide or the associate. Provides day to day on the spot coaching and feedback to team members on call effectiveness around sales and service knowledge issues.
Handles escalated calls and shares resolution with team members to prevent repeated issues, and provides on the spot coaching and feedback. Generates and analyzes reports, then coaches on findings to ensure timely and accurate service to customers and financial advisors. Provides feedback to manager regarding improvement opportunities.
Responsible for working with their manager to keep the associates engaged and contributing to the company at a high level. Guides, mentors and coaches associates continuously.
Partners with manager in reviewing call effectiveness. Helps by listening to calls for accuracy, reviewing with the manager, and providing feedback. Coaches to listen for opportunities and leads to cross sell all products, and makes sure associates are able to interpret and articulate our marketing pieces when speaking to customers, financial advisors or agents.
Participates in special projects as assigned. Works with Workforce Management and acts on behalf of the team manager as necessary. Produces management information such as sales activity, proposals requested, sales results, and production for the product lines.
Serves as key team instructor/trainer. Partners with the training department to prepare and deliver ongoing training to team members.
Guides new associates on technical aspects after they have completed formal, new associate training. Helps identify need and content for new training and facilitate training on changes. Conducts analysis to identify training opportunities and/or procedural changes, and makes recommendations to team managers to ensure consistency regarding new product rollouts, training, existing product updates, etc. Partners and continuously communicates with other team leads to ensure consistent training throughout teams.
Responsible for providing new and updated information on a timely basis to prevent any incorrect information being given to our customers, financial advisors, and causing a liability loss.
Responsible for keeping himself or herself current to be the subject matter expert. Knows how to navigate within Nationwide to provide a great experience for our customers and financial advisors.
Must reach out to partners and build relationships to stay informed of changes, processes, and new requirements. Provides recommendations and advice to other areas, regarding business feasibility of proposed strategies, tactical plans and/or modifications to existing practices.
Works closely with our broker/dealer, NISC, to follow all FINRA guidelines and requirements.
Performs other duties as assigned.
TYPICAL SKILLS AND EXPERIENCES:
Education: Undergraduate degree in Finance, Business Administration, Insurance, Economics, Communications preferred
License/Certification/Designation: ChFC, CLU, other industry designations desirable
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 associate will be ineligible to continue in the position. NOTE: A credit check may be required if a license is required for this position.
Experience: Four years' experience in customer service, sales related occupations.
Advanced knowledge of assigned products, regulatory requirements, plan design; of installation and continuing service of severed products; and, of our products, contracts, and distribution channels is desirable. Understands the consequences of not following the FINRA rules, such as arbitration, financial loss to associate and Nationwide, sanctions/penalties that could impact the associate's eligibility to remain in this role.
Skills/Competencies: Excellent verbal and written communication skills for oral and written communication with a widely-varied audience.
Proven ability to analyze retirement plan documents and contracts; to analyze customer's or producer's needs and determine the most appropriate solution; and to set work priorities in accordance with established standards. Ability to lead a team highly desired.
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 and Guiding Behaviors.
Overtime Eligibility: Not Eligible (Exempt)
Working Conditions: Call center environment. Extended periods of time sitting in front of a computer and taking phone calls.
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.
Job Evaluation Activity: Revised 3/2018 SNG
Additional Job Description