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Document Conversion Team Lead

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

The Team Lead role is responsible for supervising Document Imaging Services (DIS) daily work to ensure Service Level Agreements (SLAs) are met for the business areas the team supports. Respond to emails and phone calls from internal customers we service, provide technical assistance and responsibility for training within the work group. During peak periods, the team lead provides case support to the team. This may include duties such as sorting and opening mail, application processing, scanning and indexing and operating equipment used within the division.

  • Monitor and prioritizes all incoming work to ensure SLAs are met.
  • Respond to client inquiries; investigate and resolve issues.
  • Conduct audits of staff output.
  • Process all sensitive and VIP files, maintaining confidentiality throughout the front-end process.
  • Responsible for training within the team.
  • Answer questions and provide insights to team members.
  • Complete maintenance procedures and/or troubleshooting for the division equipment.
  • Provide technical assistance with computers and equipment.
  • Actively participate in team meetings and division, departmental and corporate committees.
  • Advocate for process improvement ideas.
  • Assist with work in the division and other areas of the department to meet department service goals.
  • Act as a resource for the division on core business functions.
  • Keep team members informed on changes.
  • Provide input for team members individual performance.
  • Work with specialist in placing orders and maintaining supplies and documents for work areas.
  • Perform other duties as requested or required by the manager.

Requirements for Role:

  • High school diploma or equivalency required.
  • 3 years of progressively responsible work experience in Insurance Operations, Customer Service role or equivalent service or insurance related work required.
  • Proven outstanding interpersonal, written and verbal communication skills.
  • Excellent work quality, production and strong organization skills.
  • A shown ability and curiosity about training, mentoring and coaching employees.
  • Highly self-motivated and self-directed with the ability to handle multiple assignments without close supervision.
  • Highly adaptable to changes in the operational structure of the department and division.
  • Ability to change job focus based on business needs.
  • Ability to be responsive to changing business needs and technical requirements; ability to handle and prioritize many concurrent assignments for self and for team.
  • Great teammate with good negotiating skills and ability to interact with people at various levels.
  • Contributes to a positive team environment.
  • Ability to handle confidential information in a manner consistent with privacy laws and regulations and Northwestern Mutual standards.

#LI-Onsite

This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form.

Required Certifications:

Non-Registered Fingerprinted - FINRA

Compensation Range:

Pay Range - Start:

$19.33

Pay Range - End:

$28.99

Northwestern Mutual pays on a geographic-specific salary structure and placement in the salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please click here for additional information relating to location-based pay structures.

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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.

If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click here for information pertaining to compensation and benefits.


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We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.