Specialist, Associate Relations & Solutions

If you’re passionate about becoming a Nationwide associate and believe you have the potential to be something great, let’s talk. At Nationwide®, “on your side” goes beyond just words. Our customers are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.

This is a hybrid work opportunity.

Do you thrive in a fast-paced environment where your work directly impacts the satisfaction and engagement of associates? We work collaboratively, across organizational lines, with all levels of leaders and employees. If you are a natural problem-solver, have excellent customer service skills and can own and resolve issues, we want to know more about you!

As a Specialist, you’ll provide extraordinary care as you address complex inquiries from associates, leaders, and human resources business partners as well as former associates, retirees, contractors, and vendors. You’ll perform all duties with a high level of care, discretion, professionalism, and confidentiality.

• Receives inbound calls, emails, cases, consults as needed with the associate or customer while showing empathy, understanding, and demonstrating confidence.

• Consults and serves as subject matter expert on more complex and escalated cases, inquiries, complaints, or concerns on a variety of benefits, payroll, time reporting, human resource systems, policies, practices, and processes.

• Update the case management record including when the inquiry requires further research or is redirected to other partners. Ensure all relevant facts, details, and information are captured and clearly documented.

• Identifies more complex matters or escalations and assign cases to more expert staff for in-depth research and resolution. Clearly communicate expectations and next steps with person making inquiry and appropriate partners.

• Provides guidance on HR system processes and procedures as well as troubleshoots issues that may emerge within the HR system for associates and leaders.

• Handles cases, questions, and inquiries in a confidential and professional manner while demonstrating empathy.

• Maintains current knowledge of and adheres to internal policies and practices, benefit summary plan descriptions and employment laws. Collaborates with internal legal departments and/or external government or regulatory entities to support resolving inquiries.

• Actively participates in projects, focusing on specialty areas and assists with questions from peers and training team members.

• Research, drafts, updates, edits, reviews, and submits documents for an internal repository and information to the HR knowledge base.

• Identifies and refers misdirected matters to the appropriate internal resources that may include self-service, other HR departments, or other experts across Nationwide.

• Identifies critical or potential crisis situations and immediately redirect incident to appropriate partner for the necessary care or resolution.

• Creates or recommends improvements to processes, procedures, tools, systems, and controls to increase the quality and optimization of associate solutions and resources.

• Maintains collaborative relationships with vendors and external partners to support associate matter resolution.

May perform other responsibilities as assigned.

Reports to a Director or Manager in Associate Relations & Solutions. This is an individual contributor role.

Undergraduate studies in areas such as business administration, human resources management, finance or related areas preferred.

Certification in HR or benefits (e.g., CEBS, CBP, FMLI, PHR, SHRM-CP) desirable.