At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.
The primary responsibilities of the Client Care Coaching Coordinator Specialist include schedule creation and management for LPE coaches and Core Client Services (CCS) new hires during training. Secondary responsibilities include coaching CCS new hires, call listening, phone support, quality reviews, and training support. May support new hires in customer contact and problem resolution for external customers, as well as field-based and home office employees.
You are a strategic thinker who makes use of all available resources to approach a problem logically. As a team player, you'll benefit professionally from the opportunity to share knowledge as you contribute to realization of the team's overall business goals. You will assist in training activities and provide input to performance review sessions, leveraging data to ensure a positive experience through appropriate scheduling and productivity.
Creates schedules for new hire nesting, practice and proficiency sessions, skills demos, debriefs, team meetings, Quick Hit Line (QHL) support, coaching and facilitator touchpoints, and phone shadowing. Monitors data and adjusts schedules as necessary.
Coaches others to resolve complex casework. Deviates from established procedures when appropriate to meet customer needs. Recommends best practices based on strong knowledge and excellent analytical skills. Advocate for change; switches gears and change priorities when appropriate.
Provides scheduling, training, and quality control functions and contributes input into performance evaluation process. Updates standard work, maintains OneDrive folders, archiving outdated files or folders and acts as a facilitator to promote teamwork. Acts as a team liaison outside of own team to various parts of the organization. Assists with tracking and updating milestones and metrics. Monitors trends for coaching and training needs leveraging data from PowerBI, Quality Central, Nexidia, and other tools.
Problem Solving Analysis
Independently resolves and can prioritize and resolve the subset problems within a larger problem. Uses all available resources within and outside of immediate work area. Recognizes and communicates the impact of the decision and/or future concerns to necessary personnel. Approaches the problem from all perspectives: customer, company, and standards. Incorporates other factors in the problem-solving process such as system and/or service gaps and long-term impacts. Crosses divisional/departmental lines to resolve the problem when necessary.
Independently seeks, investigates, and implements process improvements. Is an advocate for change. May lead the initiative. Participates and/or leads committees. Participates in department projects to include input into project status. May participate in companywide initiatives.
Independently identifies/anticipates information needed by others and uses appropriate vehicle to communicate. Demonstrates proficiency in negotiation and persuasion skills. Proficient in free form writing skills and provides input on others written work.
What this role needs
- Bachelor’s degree in business or related field or equivalent combination of education and experience. Minimum of 5 years of progressively responsible work experience in customer service.
- Demonstrated organizational and leadership skills.
- Demonstrated ability to independently analyze and solve problems involving ambiguity.
- Superior verbal and written communication skills with the ability to assess the communication skills of others.
- Demonstrated ability to positively influence, work cooperatively and negotiate with all levels of employees.
- Demonstrated ability to proactively manage change.
- Self-motivated and self-directed with the ability to manage multiple assignments with little or no direction.
- Experienced in project and committee efforts.
- Core Client Services (CCS) experience a plus, but not required.
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W e are an equal opportunity/affirmative action employer and 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.
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