Northwestern Mutual

Specialized Client Care Consultant

Northwestern Mutual • $75K — $113K *
Franklin, WI 53132In-Person
Finance & Insurance
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor’s degree or equivalent experience with a focus on decision-making, analytical ability, and communication.
  • 7+ years in customer service, specifically with complex products.
  • Expertise in products like ESINS, BOLI/COLI, and other specialized markets.
  • Strong technical servicing skills and experience in training role.
  • Proven analytical skills and ability to make decisions in ambiguity.
  • Effective communication skills for various audiences and negotiation.
  • Self-motivated with multitasking capabilities.
  • Demonstrable experience in leading process improvements.

Responsibilities

  • Apply technical knowledge to solve complex onboarding problems for various insurance cases.
  • Identify service gaps and develop new policies to enhance processes.
  • Act as a subject matter expert to improve client experiences and operational efficiency.
  • Educate and mentor staff and design training programs including e-learning.
  • Evaluate and update servicing processes to comply with contracts and regulations.
  • Deliver exceptional client experiences, handling complex inquiries and escalations confidently.
  • Analyze business data to identify trends that inform decision-making.

Benefits

  • Develop and deliver training programs to meet evolving business needs.
  • Flexible working arrangements.
  • Use of advanced systems and tools to streamline your efforts.
  • Professional development opportunities in a supportive environment.
Full 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 makestimely, 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, click to learn more.


About Northwestern Mutual

Northwestern Mutual has been helping people and businesses achieve financial security for more than 160 years. Through a holistic planning approach, Northwestern Mutual combines the expertise of its financial professionals with a personalized digital experience and industry-leading products to help its clients plan for what's most important. Northwestern Mutual delivers financial security to millions with life, disability income and long-term care insurance, annuities, and brokerage and advisory services. The company manages billion of dollars of investments owned by its clients and held or managed through its wealth management and investment services businesses. Northwestern Mutual is the marketing name for The Northwestern Mutual Life Insurance Company (NM), Milwaukee, WI (life and disability insurance, annuities, and life insurance with long-term care benefits) and its subsidiaries. Subsidiaries include Northwestern Mutual Investment Services, LLC (NMIS) (securities), broker-dealer, registered investment adviser, member FINRA and SIPC; the Northwestern Mutual Wealth Management Company® (NMWMC) (fiduciary and fee-based financial planning services), federal savings bank; and Northwestern Long Term Care Insurance Company (NLTC) (long-term care insurance).

Northwestern Mutual Careers

Joining Northwestern Mutual presents a unique opportunity to be part of a team that is dedicated to empowering personal and professional growth, innovation, and leadership in the financial services industry. As a company renowned for its commitment to excellence and a culture that values diversity and inclusion, Northwestern Mutual offers unparalleled job opportunities for both seasoned professionals and those at the start of their careers.

Work You’ll Do

At Northwestern Mutual, we believe in building strong relationships not only with our clients but also among our team members. By joining our team, you will collaborate with some of the most talented professionals in the industry, all united in their commitment to leadership and innovation. Our employees are equipped with top-tier benefits and diversity training that ensure their career journey is both rewarding and inclusive.

Explore Professional Growth and Development

Northwestern Mutual is committed to fostering an environment where career growth is not just a possibility but a priority. With a variety of positions available, from financial representatives to internships for budding professionals, our company is a place where your skills and passion can thrive. We provide extensive training programs and leadership development opportunities that prepare you for success in your current role and beyond.

Innovative Work Environment

Our team at Northwestern Mutual is at the forefront of integrating cutting-edge technology and innovative financial strategies to provide exceptional service to our clients. This focus on innovation is not just about staying current; it's about leading the way in the financial sector. Employees at all levels are encouraged to contribute ideas and take initiative, driving the company forward as a leader in the financial industry.

Be Part of Our Diverse and Inclusive Team

Diversity and inclusion are more than just buzzwords at Northwestern Mutual; they are integral to our company culture and business strategy. We are committed to creating a workplace where all employees can flourish. Our diversity training programs are designed to enhance understanding and foster an inclusive environment for all team members.

Networking and Career Advancement

Networking within Northwestern Mutual opens doors to expansive career advancement opportunities. We encourage our employees to engage in internal networking events, which often lead to mentorship and further career development. Whether you are looking to enhance your resume, prepare for an interview, or step into a leadership role, Northwestern Mutual provides the resources and support to help you achieve your professional goals.

Join Our Team

Search open positions that match your skills and interests. We are looking for passionate, curious, and solution-driven team players who are ready to take their career to the next level. Explore the job opportunities and internships available at Northwestern Mutual and find out how you can contribute to our legacy of innovation and leadership.

Stay Connected

Keep up to date with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Northwestern Mutual.

SEARCH NORTHWESTERN MUTUAL JOBS

Join us and start your journey at Northwestern Mutual today, where your career is nurtured, your skills are honed, and your achievements are celebrated.
Learn more about Northwestern Mutual
Size
7,000 employees
Industry
Finance & Insurance
* Ladders Estimates

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