Field Rewards Mentor

Primary Duties & Responsibilities:

Casework in Service Center (5-35%)

• Has a casework schedule and manages schedule independently, in accordance with set standards.
• Uses available resources and standard work to ensure effective and accurate resolution of all types of casework; work may require significant research and deviation from standard procedures
• Makes decisions for all types of routine and complex casework; work falls outside established procedures
• Researches and evaluates possible solutions using available resources, making exceptions as appropriate
• Identifies the need for special handling and executes resolution as appropriate
• Handles complex transactions; services escalated inquiries from others
• Completes cases within defined turnaround times

Phone coverage in Service Center (5-35%)

• Has a phone schedule and manages schedule independently, in accordance with set standards, but covering start up times twice daily.
• Handles call inquiries that may be complex and require significant research and/or deviation from standard procedures
• Anticipates and thoroughly understands customer's issues and determines appropriate course of action or decision-making path utilizing all available resources
• Identifies the need for special handling and executes resolution as appropriate
• Communication is professional, complete, accurate and effective.
• Provides complete and accurate solutions to all customer needs
• Handles complex inquires; services escalated inquiries from others
• Exhibits consistent and appropriate style and customer focused approach to a variety of customers and customer situations

Team Responsibilities (20+ %)

• Demonstrates behaviors that reflect and support our company and department values, vision, and culture of learning/growth
• Acts in a manner necessary to achieve organizational results (i.e. big picture).
• Conducts side by side coaching and/or silent listening with mentees
• Audits and checks work of mentees for quality/accuracy/timeliness and provides feedback to manager as appropriate
• Gives and receives regular feedback/information in an open and positive manner.
• Tries new ways of challenging the status quo and changing the way we work.
• Contributes to a positive environment by openly communicating new ideas/solutions, perspectives and experiences in team meetings, training sessions, 1x1s and huddles; acts as a facilitator to promote teamwork and enhance team interaction
• Coaches, trains, and orientates team members; acts as a liaison outside of own team
• May complete timings on standard work
• Updates standard work as appropriate
• May update/maintain visual management and/or metrics such asManage for Daily Improvement (MDI) board, etc.

Personal Learning and Growth (5%)

• Exhibits a commitment towards personal learning and growth.
• Takes initiative to learn topics outside of core responsibilities.

Knowledge, Skills, & Abilities:

• High School diploma required; college degree preferred.
• Insurance operations, field experience, or field facing experience a plus.
• Minimum of two years of work experience demonstrating proficiency in customer service, compensation, benefits or sales reporting/recognition.
• Strong demonstrated skills in analyzing complex information, problem solving, judgment, and independent decision making
• Able to learn and manage multiple user interfaces, and several forms of electronic communication. Able to identify and establish priorities to meet deadlines on multiple assignments.
• Demonstrated computer experience, including Word, Sharepoint, and Excel.
• Commitment to quality customer service, with excellent follow through. Has highly developed and demonstrated verbal and written communication skills proficiency within the home office and the field.
• Must handle confidential data in a manner consistent with the Privacy Information Act and Northwestern Mutual Standards.

$21.77

$27.22

Please note that this 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.

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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