Senior Client Care & Service Excellence Lead

northwesternmutual; Franklin (WI); On-site; USD 90,000 - 120,000; Full time

Job summary

Northwestern Mutual is seeking an experienced service operations leader to drive complex client solutions, enhance processes, and coach staff across departments in a challenging, regulated environment.

You will design and implement new servicing workflows, educate teams through training programs, and ensure compliance with HIPAA and state/federal standards while delivering outstanding client experiences.

Qualifications

• Bachelor's degree or equivalent combination of education and experience emphasizing independent decision making, analytical ability and teamwork.
• 7+ years of progressively responsible work experience in customer service with complex products.
• Expert knowledge of specialized products 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 involving ambiguity.
• Excellent written and verbal communication with ability to influence and negotiate across levels.

Responsibilities

• Applies extensive knowledge of technical and operational functions related to submission and onboarding for complex cases to solve problems.
• Identifies alternatives and contributes to development of new policies and processes.
• Acts as subject matter expert in designing and implementing new processes and systems to improve client and field experiences while driving efficiencies.
• Educates, coaches, and mentors staff and develops training, including e-learning.
• Delivers a personalized and exceptional experience for clients and handles complex inquiries and escalations across departments.
• Prepares responses to complaints and assists with interviewing and hiring employees and contractors.
• Provides quantitative and qualitative analysis of business data to inform decision-making and answer questions.

Skills

Adaptive Communication

Analytical Thinking

Compliance

Customer Service Mindset

Escalation Management

Insurance Products

Education

Bachelor's degree or equivalent combination of education and experience

Job description

Northwestern Mutual is seeking an experienced service operations leader to drive complex client solutions, enhance processes, and coach staff across departments in a challenging, regulated environment.

You will design and implement new servicing workflows, educate teams through training programs, and ensure compliance with HIPAA and state/federal standards while delivering outstanding client experiences.