Senior Customer Experience & Service Advocate

3M HEALTHCARE; Franklin (WI); On-site; USD 60,880 - 105,000; Full time

Job summary

Northwestern Mutual in Wisconsin is seeking a point-of-contact and technical expert for their assigned financial representatives. The role expedites special handling cases, negotiates resolutions, and educates/train field staff to improve the field client experience while aligning with company goals.

The position is cross-functional, requires building relationships with clients, field force, and internal partners, and leverages data analytics to drive root-cause analysis and service recovery.

Qualifications

• Bachelor’s degree in business or equivalent education and experience.
• Strong customer service and relationship-building skills.
• Ability to navigate complex business areas and influence without authority.
• Proven negotiation and problem-solving abilities.

Responsibilities

• Be the point-of-contact and technical expert for assigned financial representatives.
• Expedite special handling cases and negotiate resolutions.
• Educate/train field staff to improve the client experience.
• Build relationships with clients, field force and internal partners.
• Lead root-cause analysis and collaborate to implement improvements.

Skills

Customer service

Relationship building

Negotiation

Analytical thinking

Leadership

Communication

Education

Bachelor’s degree in business or related field

Job description

Northwestern Mutual in Wisconsin is seeking a point-of-contact and technical expert for their assigned financial representatives. The role expedites special handling cases, negotiates resolutions, and educates/train field staff to improve the field client experience while aligning with company goals.

The position is cross-functional, requires building relationships with clients, field force, and internal partners, and leverages data analytics to drive root-cause analysis and service recovery.