Senior Client Care & Process Improvement Specialist

Northwestern Mutual Investment Services, LLC; Franklin (WI); On-site; USD 76,000 - 113,000; Full time

Job summary

Northwestern Mutual Investment Services, LLC is seeking a seasoned client service leader to drive complex onboarding, policy design, and process improvements across insurance products and financial services.

You will educate, mentor staff, design training programs, and ensure adherence to state and federal requirements while delivering exceptional client experiences and operational efficiency.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience emphasizing independent decision making, analytical ability, communication, and team building
• Minimum of 7 years of progressively responsible work experience in customer service, working with complex products.
• Expert knowledge of specialized product and markets (i.e. ESINS, Boli/COLI, eSope, Life, DI and business markets)
• Strong technical skills in servicing specialized product and/or training
• Demonstrated analytical skills and confidence to independently make judgments and decisions involving ambiguity
• Effective written and verbal communication skills with the ability to positively influence, work cooperatively, and negotiate with all levels in the department, the company, policy owners and the field to obtain maximum operational efficiency.
• Self-motivated and self-directed with the ability to manage multiple assignments with little or no direction
• Experience in leading process improvements, product introductions, system enhancements, or other project and committee efforts
• A strong desire to continuously learn and improve
• Experience negotiating problem resolutions with field, third party administrators, and clients with proven ability to exercise tact, diplomacy, resourcefulness and understanding to gain trust and customer confidence

Responsibilities

• Applies extensive knowledge of technical and operational functions related to application submission and onboarding for ESINS, BOLI/COLI, UL, and Term Conversion cases to solve complex problems.
• Identifies alternatives and contributes to the development and enhancement of new policies and processes. Proactively identifies gaps in the service experience and implements solutions to address them.
• Serves as a subject matter expert in designing and implementing new processes and systems that improve client and field experiences while driving operational efficiencies.
• Educates, coaches, and mentors staff, and develops and delivers training, including e-learning, as needed.
• Develops, evaluates, and updates servicing processes in accordance with contract provisions, state statutes and regulations, and HIPAA requirements.
• Designs and delivers training programs that meet the evolving needs of the business, workforce, and servicing philosophy. Evaluates training effectiveness and implements improvements as needed.
• Delivers a personalized and exceptional experience for clients. Handles the most complex inquiries, transactions, and escalations from Financial Representatives and clients, collaborating across departments to identify optimal solutions. Serves as a trusted partner to Financial Representatives, helping them meet client needs and deliver positive outcomes. Builds and maintains professional client relationships that strengthen brand loyalty.
• Exercises independent judgment in resolving complex issues and provides guidance to others on decision-making. Interprets product features and applies product knowledge to business processes and client needs.
• Acts as the primary resource for resolving challenging service situations and complex issues. Leads and manages complex remediation efforts. Serves as an advocate for clients by navigating and coordinating support across multiple products and services.
• Serves as a subject matter expert on cross-functional systems projects.
• Adapts leadership and coaching approaches to meet situational needs and encourages a culture of learning and continuous improvement.
• Prepares responses to formal and informal complaints.
• Assists with interviewing and hiring employees and contractors who support the department.
• Provides quantitative and qualitative analysis of business data, identifying patterns, insights, and trends to inform decision-making and answer business questions.
• Performs audit and suitability reviews and related procedures to ensure compliance with applicable state and federal regulatory requirements.

Skills

Adaptive Communication

Analytical Thinking

Compliance

Customer Service Mindset

Escalation Management

Insurance Products

Root Cause Analysis & Decision Quality

Education

Bachelor’s degree or equivalent combination of education and experience

Job description

Northwestern Mutual Investment Services, LLC is seeking a seasoned client service leader to drive complex onboarding, policy design, and process improvements across insurance products and financial services.

You will educate, mentor staff, design training programs, and ensure adherence to state and federal requirements while delivering exceptional client experiences and operational efficiency.