Senior Client Experience & Solutions Consultant

Northwestern Mutual; Franklin (WI); Hybrid; USD 76,000 - 125,000; Full time

Job summary

Northwestern Mutual is hiring for a senior service operations role targeting complex insurance products and client-first outcomes. You will lead onboarding, policy development, and process improvements across ESINS, BOLI/COLI, UL, and Term Conversion cases, while mentoring staff and delivering training.

You will collaborate across departments to resolve escalations, design training programs, and ensure HIPAA-compliant servicing while driving efficiency and client satisfaction.

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.

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.

Skills

Adaptive Communication

Analytical Thinking

Compliance

Customer Service Mindset

Escalation Management

Insurance Products

Root Cause Analysis & Decision Quality

Education

Bachelor’s degree

Job description

Northwestern Mutual is hiring for a senior service operations role targeting complex insurance products and client-first outcomes. You will lead onboarding, policy development, and process improvements across ESINS, BOLI/COLI, UL, and Term Conversion cases, while mentoring staff and delivering training.

You will collaborate across departments to resolve escalations, design training programs, and ensure HIPAA-compliant servicing while driving efficiency and client satisfaction.