Analyst, Annuity & Life Operations - Annuity New Business Case Manager

Nationwide is a Fortune 100 company focused on helping individuals and businesses prepare for their future. The Analyst, Annuity New Business Case Manager will manage the end-to-end processing of new annuity business, ensuring compliance with guidelines and regulatory requirements while providing exceptional customer service.

Responsibilities:

• Manage annuity new business cases end to end, including contract set‑up, review of funding and transfer documentation, facilitation of incoming assets, and final issuance of contracts
• Review applications, forms, and supporting documents to confirm completeness, accuracy, and compliance with annuity product rules, regulatory standards, and internal procedures
• Identify “not in good order” items, determine the appropriate corrective actions, and follow through with agents, partners, and internal teams to resolve issues efficiently
• Independently prioritize and re‑prioritize workload throughout the day to align with funding deadlines, service level agreements, and shifting business priorities
• Utilize Nationwide processing systems and workflow tools to track case status, document follow‑ups, review inbound materials, and support accurate recordkeeping and audit readiness
• 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
• Interprets plan provisions, product rules and guidelines to process requests in accordance with Plan and Legal requirements
• Provides extraordinary care to our customers through workflow management and meeting all required service level agreements. Proactively seeks out opportunities to improve processes and the members experience through use of lean methodology
• Follows up with appropriate internal administrative areas for completeness and accuracy of the end policy/account product
• Researches, reviews and analyzes errors and determines best course of action for a workable solution. Takes ownership of identifying and evaluating problems and analyzing customer inquiries to determine appropriate action
• Conducts follow up calls to service issues and questions, de-escalating complex customer requests and providing outstanding care during resolution. Includes understanding topics that require insurance or securities license and registration and when and how to route those inquiries to the properly-registered representative
• Reviews and approves requests for withdrawal, exchanges, deposits, annuity purchases and contract cash-outs. Requests additional information when necessary
• Compiles management information such as contract and sold case activity as needed by internal management
• Communicates with customers, sales force, other departments, regional and/or field offices and other industry companies on topics that do not require insurance or securities licensing and registration. Collaborates and networks with outside business units to create innovative solutions for internal and external customers. Maintains appropriate records.Approves and processes business according to government regulations, contract provisions and internal procedures and controls
• Conducts in good order reviews or other applicable requests for servicing Nationwide policies and customers for withdrawal, exchanges, deposits, annuity purchases and contract cash-outs
• Helps with research for written responses to Nationwide formal complaints
• Participates in special projects as assigned. Collaborates with appropriate staff to design, document, and implement process improvements and best practices

Requirements:

• Four or more years of relevant experience in operations, case management, or customer service, preferably within insurance, annuities, or financial services
• Demonstrated ability to manage multiple cases and deadlines concurrently, analyze complex issues, and determine the most effective path forward within established guidelines
• Strong written and verbal communication skills, high attention to detail, and the ability to work effectively within a team‑based, high‑volume operational environment
• FINRA Series 6 license preferred, and may be required, based on assigned product/line-of-business or distribution system
• Four or more years of related work experience, including customer service experience, preferably with cross-functional business unit exposure