Client Care Research Spec
Company: Northwestern Mutual
Location: Franklin
Posted on: May 4, 2024
Job Description:
At Northwestern Mutual, we are strong, innovative and growing.
We invest in our people. We care and make a positive difference.
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 Compensation Range: Pay Range - Start: $47,600.00 Pay Range
- End: $88,400.00 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 here for additiona l information relating to
location-based pay structures. Grow your career with a
best-in-class company that puts our client's interests at the
center of all we do. Get started now! 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
here for information pertaining to compensation and benefits. FIND
YOUR FUTURE 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 PandoLogic. Keywords: Financial
Broker, Location: Franklin, WI - 53132 , PL: 592726603
Keywords: Northwestern Mutual, West Allis , Client Care Research Spec, Other , Franklin, Wisconsin
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