Specialized Client Care 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

What You'll Do

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.

What You'll Bring to the Role:

• 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

Skills You Have:

• Adaptive Communication (NM) - Formulates strategies to convey complex information about services, products, systems, or processes to targeted audiences and liaises between technical and non‑technical audiences.
• Analytical Thinking (NM) - Organizes and compares complex information to identify underlying issues using data, business acumen, problem solving, and multiple perspectives.
• Compliance (NM) - Applies organizational standards, policies, processes, and procedures to meet regulatory requirements and maintain compliance.
• Customer Service Mindset (NM) - Anticipates customer needs and applies customer perspectives to solve problems, drive outcomes, and support informed decisions.
• Escalation Management (NM) - Addresses escalations involving leadership or higher authorities by applying empathy, domain expertise, and adaptive communication.
• Insurance Products (NM) - Applies knowledge of Northwestern Mutual insurance products, including their components, characteristics, principles, philosophy, and advantages.
• Root Cause Analysis & Decision Quality (NM) - Applies problem‑solving methods to identify fundamental causes and makes timely, data‑driven decisions based on risk, requirements, and probability of success.

#LI-Hybrid

Compensation Range:

Pay Range - Start: $75,600.00
Pay Range - End: $113,400.00
Geographic Specific Pay Structure: Structure 110: $83,200.00 USD - $124,800.00 USD
Structure 115: $86,960.00 USD - $130,440.00 USD

We believe in fairness and transparency. It's why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you're living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, learn more.

Grow your career with a best-in‑class company that puts our clients' interests at the center of all we do.

Northwestern Mutual is an equal opportunity employer that welcomes talented individuals of all backgrounds.

We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.

At Northwestern Mutual, we believe relationships are built on trust. That our lives and our work matter. These beliefs launched our company over 160 years ago. Today, they're just a few of the reasons why people choose to build careers at Northwestern Mutual.

What started in Milwaukee, WI has grown into 7,000+ home office professionals split across 3 campuses: New York City, Franklin and downtown Milwaukee (HQ) - each one bringing with it its own unique talent and culture.

In a company with such a long and storied history, this may be the most exciting and important time to be a part of Northwestern Mutual as we are growing our digital and tech capabilities and are always on the lookout for bright, tech‑savvy candidates.

Northwestern Mutual is an equal opportunity employer that welcomes talented individuals of all backgrounds.

We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.