Northwestern Mutual

Compensation

Full Description

Duties and Responsibilities Technical/Analytical (60%) Serves as an expert for Pending Change, including work done in the Field and the Home Office. Expands technical and analytical expertise in the Pending Change space, including referrals, incoming phone calls on the Pending Change phone line, outbound calls to internal business partners, and responding timely to emails. Spends the majority of the time applying advanced knowledge/skills/judgment to complete a wide variety of diverse and complex assignments, which include: Processing field cases, including new applications and reprocesses. Processing policy/ISA corrections, deleting policy numbers Applying cash and electronic payments received for initial application premiums Independently handles input of applications that require special handling. Audit and correct errors and discrepancies, perform case documentation, order, and receive requirements, create effective annotations/referrals, and activate new ISA accounts. Processing referrals from our internal business partners. Resolving system-generated error notices to ensure cases can move through the underwriting process. Efficiently address and resolve inquiries through professional and timely phone communication. Maintains exemplary production and quality scores. Case Management/Problem Solving (15%) • Takes ownership of work. Processes work assignments independently, with minimal guidance. • Accurately and regularly documents case activity to create a history of how the case was processed and why. • Works independently and is consistently attentive to following up and completing cases within the divisional response time goals. • Responsible for proactively communicating with the field customers, customer service team, underwriting, and IS production support about identified issues and resolution options. • Identifies opportunities to improve processes and identifies potential solutions. Customer Service (15%) Provides customer-focused service to internal and external customers through written, verbal, and interpersonal communication via phone queue, Slack, email, and direct phone line. Understands and anticipates customer needs and identifies solutions to non-routine requests. Provides training support to Network offices upon request. Heavily involved in the coaching, training, and support of the Intermediate level processors, including audits as needed. Team Responsibilities (10%) • Works harmoniously with team members, sharing knowledge and experiences, and actively participates in divisional plans. • Contributes to the achievement of team goals, such as service and productivity goals; promotes teamwork. • Supports and participates in change management initiatives and divisional process improvement objectives. • Offers guidance to team members, considered an expert or “go to” person, and consults with team members. • Serving as backup to team members, as needed • Serves as a liaison between others. Contribute to a positive and innovative environment. Performs miscellaneous duties as needed. REQUIREMENTS: Minimum Requirements: Associate degree in business or related field, or equivalent combination of education and experience. Strong analytical skills, the ability to interpret information, and communicate it appropriately are required. Ability to use judgment within guidelines. Attention to detail and the ability to identify the root cause of problems. Demonstrated ability to handle fast-paced, high-volume work with a high degree of accuracy. Exemplified outstanding written and verbal communication skills to ensure a superior experience while building trust and fostering strong relationships with field and internal business partners. Work experience in Pending Change demonstrating analytical ability, business judgment, and independent decision-making is required. Strong organizational skills with demonstrated ability to independently set priorities, meet strict deadlines, and manage multiple tasks. Proven facility with computers. Desirable Requirements: Prior experience coaching others is preferred. Note Regarding Requirements: This position may also require fingerprinting and/or FINRA registrations or have additional physical requirements. Managers can refer to the Job Description SharePoint for this information. ADA Disclaimer: This job description is meant to be a general description and may not include all essential job functions or competencies needed to perform those job functions. The Company will accommodate medical needs for qualified job candidates to successfully perform the job. Job qualifications and accommodation needs are reviewed and evaluated on a case-by-case basis. Compensation Range: Pay Range - Start: $21.35 Pay Range - End: $32.02 Geographic Specific Pay Structure: 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 here to learn more. Grow your career with a best-in-class company that puts our clients' interests at the center of all we do. Get started now! Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. 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 proud to be an equal opportunity and affirmative action employer. We have chosen to build a diverse and inclusive workplace where talented people from all backgrounds want to be, want to stay, and want to build their future. We celebrate and support our differences for the benefit of our employees, our products, and our community. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.