Specialized Client Care Consultant

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

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 the 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-technic al 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, p