Summary:

Serves as a liaison and technical resource for the division regarding complex insurance case research and complaint handling. Responsible for independently handling complex complaints against the Home Office involving the servicing or performance of company products. Communicates, negotiates, and corresponds with policyowners and their financial representatives, field force, and members of regulatory bodies to explain and resolve complex cases.

Primary Duties & Responsibilities:

Technical Guidance / Case Analysis Resolution

• Acts as liaison to business partners throughout client advocacy services and consults on complex insurance case research, verbal customer dissatisfaction or special handling complaints ensuring proper resolution.
• Conducts extensive research on complaints to determine how a product was sold vs. how the product is performing, including any impacts to the client's insurance product.
• Acts as a primary contact for NM clients who choose to work directly with the Home Office or do not have a servicing Financial Representative.
• Resolves formal complaints referred from Law, Compliance, and Insurance Commissioners as appropriate
• Identifies service issues and recommends changes to system, procedures, and training for the Field and Home Office
• Represents the Home Office during field visits and teleconferences as necessary
• Participates in department projects/committees.

Case Management

• Independently manages all individual casework while supporting and demonstrating adherence to all departmental quality standards.
  Participates in the evolution of department policy and procedures as they apply to client advocacy services in meeting the needs of the policyowner and administering the contract
• Handles consumer privacy requests from consumers, policyowners and field members in relation to regulatory privacy laws.
• Completes policy replica requests partnering often with Law
• Partner with Compliance and Law to handle ad hoc audit requests

Communication

• Collaborates with the Field throughout the complaint handling process, developing and maintaining effective partnerships and ensuring proper resolution/
• Uses independent discretion and applies sound judgment in communicating final decisions to internal and external clients; utilizes tact, diplomacy, and negotiation skills to drive to an optimal resolution for both the policyowner and the company.
• Evaluates and grants exceptions to established practices, procedures, and authority limits when appropriate

Teamwork / Mentoring

• Mentor and coach team members on complex cases to ensure satisfactory resolution.
• Provides balanced feedback that is timely, specific, and direct to peers regarding work habits and job performance
• Completes regular quality assessments for use in mentoring, coaching, and performance reviews
• Actively participate in case clinics and case studies for ongoing learning and development

Knowledge, Skills, Abilities:

• Bachelor's degree in business or an equivalent combination of education and progressively responsible work experience (4 years+)
• Deep knowledge of NM insurance products, systems, and billing accounts.
• Knowledge and understanding of state laws, statutes, and regulations, how they relate to taxation, premium refunds, ownership rights, trusts, corporate sponsors, minors, and other restrictions
• Demonstrated leadership and mentoring/coaching experience
• Demonstrated ability to analyze complex information, independently solve problems by applying concepts, and using sound judgment
• Ability to negotiate skillfully in difficult situations with both internal and external stakeholders; gains trust quickly of other parties to the negotiations
• Superior verbal and written communication skills
• Excellent organization skills with the ability to multi-task and handle a high volume of demands
• Ability to positively represent the department on committee assignments
• Ability to work in a team environment and add value to group efforts

Northwestern Mutual pays on a geographic-specific salary structure and placement in the salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please click for additiona l information relating to location-based pay structures.

We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.

If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click for information pertaining to compensation and benefits.

We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups