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Client Care Research Specialist

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

Summary:

Serves as a liaison and technical resource for the division regarding complex insurance case research and complaint handling. Responsible for independently handling sophisticated complaints against the Home Office involving the servicing or performance of company products. Communicates, negotiates, and corresponds with policyowners and their financial representatives, field force, and members of regulatory bodies to explain and resolve sophisticated cases.

Primary Duties & Responsibilities:

Technical Mentorship / Case Analysis Resolution

  • Acts as liaison to business partners throughout client advocacy services and consults on complex insurance case research, verbal customer dissatisfaction or special handling complaints ensuring accurate resolution.

  • Conducts extensive research on complaints to determine how a product was sold vs. how the product is performing, including any impacts to the client's insurance product.

  • Acts as a primary contact for NM clients who choose to work directly with the Home Office or do not have a servicing Financial Representative.

  • Resolves formal complaints referred from Law, Compliance, and Insurance Commissioners as appropriate

  • Identifies service issues and recommends changes to system, procedures, and training for the Field and Home Office

  • Represents the Home Office during field visits and teleconferences as vital

  • Participates in department projects/committees.

Case Management

  • Independently manages all individual casework while supporting and demonstrating adherence to all departmental quality standards. Participates in the evolution of department policy and procedures as they apply to client advocacy services in meeting the needs of the policyowner and coordinating the contract

  • Handles consumer privacy requests from consumers, policyowners and field members in relation to regulatory privacy laws.

  • Completes policy replica requests partnering often with Law

  • Partner with Compliance and Law to handle ad hoc audit requests

Communication

  • Collaborates with the Field throughout the complaint handling process, developing and maintaining effective partnerships and ensuring accurate resolution/

  • Uses independent discretion and applies good judgment in communicating final decisions to internal and external clients; utilizes tact, diplomacy, and negotiation skills to drive to an efficient resolution for both the policyowner and the company.

  • Evaluates and grants exceptions to established practices, procedures, and authority limits when appropriate

Teamwork / Mentoring

  • Mentor and coach team members on sophisticated cases to ensure satisfactory resolution.

  • Provides balanced feedback that is timely, specific, and direct to peers regarding work habits and job performance

  • Completes regular quality assessments for use in mentoring, coaching, and performance reviews

  • Actively participate in case clinics and case studies for ongoing learning and development

Knowledge, Skills, Abilities:

  • Bachelor's degree in business or an equivalent combination of education and progressively responsible work experience (4 years+)

  • Deep knowledge of NM insurance products, systems, and billing accounts.

  • Knowledge and understanding of state laws, statutes, and regulations, how they relate to taxation, premium refunds, ownership rights, trusts, corporate sponsors, minors, and other restrictions

  • Proven leadership and mentoring/coaching experience

  • Demonstrated ability to analyze sophisticated information, independently solve problems by applying concepts, and using sound judgment

  • Ability to negotiate skillfully in difficult situations with both internal and external stakeholders; gains trust quickly of other parties to the negotiations

  • Superior verbal and written communication skills

  • Excellent organization skills with the ability to multi-task and handle a high volume of demands

  • Ability to positively represent the department on committee assignments

  • Ability to work in a team environment and add value to group efforts

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This job is not covered by the existing Collective Bargaining Agreement.

Required Certifications:

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We 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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