For candidates residing within 35 miles of Grandview Heights, OH or Scottsdale, AZ, this position will be hybrid requiring onsite presence at least two days per week. For those outside, it can be filled as a remote role.

Series 6 highly recommended those candidates without a Series 6 may be asked to obtain.

The role will be part of the Territory Operations Support Team reporting to Tiff Wagner. This candidate will be responsible for the Operational Relationship to 2 of our top territories in a 2:1 Relationship dynamic. This will be an evolving role during the 2026 calendar year. The ideal candidate will be prepared to help build out the longterm vision of this role, while supporting the transformation of how we support Sales. This role will support top Brokerage Firms, dedicated to two territories, and have a high level of responsibility to firms assigned. This proactive, ownershipdriven model of Territory Operations Support will focus on accelerating new business and increasing visibility across partners.

This role will be responsible to support the ongoing relationships with our internal support streams and external partners, with a high attention to relationship management, support, and detail, including but not limited to:

• Pre and Post Issue work for Annuity New Business

• Leading each interaction with a relationship mindset

• Proactive problem solving and critical thinking

• Escalation management

• Highly organized workflow and managing multiple requests

• Ensure time service standards are met

• Managing relationships and working through various distribution channels

• Exceptional phone skills

During the onset of this team we anticipate the following balance of work, subject to change during the buildout phase:

• 37% Monitoring & Updating Pending Business Reports

• 21% Proactive NIGO FollowUp

• 18% Communication with Financial Professionals & Assistants

• 6% Wholesaler Coordination

• 5% Carrier FollowUps & Internal Case Management

• 8% Exceptions Handling

• 5% MultiChannel Support

Competencies

• Important: Annuity Products technical knowledge is strongly recommended

• Mindset of continuous improvement and overall quality in daily work

• Strong commitment to personal and team engagement

• High degree of individual responsibility to support internal and external partners

• Able to work and collaborate as a unit

• Ability to effectively maintain and multitask to maintain daily needs while assisting customers

• Capable of understanding, anticipating, and proactively managing the needs of our members

• Strong decisionmaking skills

• Positive change agent comfortable with complexity and ambiguity

• Strong relationship skills with team members and customers

• Possess verbal and written communication skills

• Escalation management

Supports our Brokerage Business proactively, with questions, escalations, and any support needed once new business is submitted. This role will support both internal and external.

This role does not qualify for employer sponsored work authorization. Nationwide does not participate in the STEM OPT extension program.

#LI-KR2

#Nationwidefinancial

Job Description Summary

Job Description

Key Responsibilities:

• Accountable for proactive planning, pulling pending contracts from reports. Maintains one centralized Territory Operations Tracker and shares with Sales Partners, provides prominent themes and support documents/guides/visuals that can improve New Business submissions and resolve contracts with outstanding requirements proactively, and driving resolution of outstanding requirements (NIGOs).

• Requests POA (Power of Attorney) approval, requests trust approval, free look requests, exceptions, contract review/details, product/process questions, and form questions for new applications.

• Drives exceptions follow-up, change follow-up dates, pre-issue trades, review why items are not processing, processed incorrectly, calculations review, income calculations, large case pre-approval, licensing/training checks, Reg 60 disclosures status/process review, paperwork questions, SWU follow-up, Pre-GIACT, confirm withdrawals processed.

• Provides Post-Issue Support including free look handling, contract review/details, issue follow-up, support on newly issued contracts, research on why contracts did not issue, research on reversed premium.

• Emails suit completed, email commission advanced, email contract issued, weekly update on 3+ contracts, email 3rd party no response, email missing TOA, email NIGO clarification, email product training, email TOPS introduction, thank-you email after funds received and contract issued, call/email agents for rollover check status.

• Drives alignment through ongoing meetings with RICS, Territory Sales Partners and Sales Manager to support proactively and understand current state from both sides of the value stream. Delivers the Territory Operations Month in Review Report.

• Drives outstanding Requirements (NIGO)/ Follow-Up Management including sending NIGO emails sent, NIGO email sent with no app/ticket, notify assistants or requested copied contacts, 48-hour follow-up if no response in VIEWS, follow-up calls on NIGO emails, submit SF to change follow-up timing.

• Provides oversight of updates, smaller corrections, and directing larger corrections via oversight.

• Leads case Issue Resolution / Problem Solving including understanding product questions, processed wrong review, calculation review, why not getting processed, why contract did not issue, why premium reversed, death claim submission and support.

• Owns escalation and is empowered to reach out directly to escalation pathways.

• Explains riders and account function, householding awareness, follow up when firms/401(k) providers will not share information with Nationwide as a third party.

May perform other responsibilities as assigned.

Reporting Relationships: Report to manager.

Typical Skills and Experiences:

Education:

License/Certification/Designation: Series 6 Preferred, undergrad preferred, Annuity Experience preferred.

Experience: Typically, 3 years or more of customer support using phone and other methods. Ideally, Nationwide Annuity exposure of 3 years or more. Prior experience supporting internal and external clients of various levels during customer support experience. Able to support de-escalation scenarios with supportive previous experience.

Knowledge, Abilities and Skills: Annuity products technical knowledge is strongly recommended. Mindset of continuous improvement and overall quality in daily work. Strong commitment to personal and team engagement. High degree of individual responsibility to support internal and external partners. Ability to work and collaborate as a unit. Ability to effectively multitask to support daily needs while assisting customers. Capable of understanding, anticipating, and proactively managing the needs of our financial professionals and sales partners. Strong decision-making skills. Positive change agent, comfortable with complexity and ambiguity. Strong relationship skills with team members and customers. Strong verbal and written communication skills. Escalation management.

Other criteria, including leadership skills, competencies, and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring managers leader and Human Resource Business Partner.

Values: Regularly and consistently demonstrates the Nationwide Values.

Job Conditions:

Overtime Eligibility: Exempt (Not 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.