At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.
Primary Duties and Responsibilities
Under the general direction of the Post Approval Manager and the technical guidance of the Post Approval Specialists, the Post Approval Processor is responsible for demonstrating the Company's partnership with the Field and its commitment to quality service by being responsive to customer needs and communicating effectively. To achieve this, the PA Processor must be fully trained and highly proficient in all aspects of the policy issue and cancellation processes and guidelines.
Communication and Consultation Responsibilities : Acts as service contact to our customers. Maintains relationships by establishing credibility and trust with customers including but not limited to Managing Partners, Financial Representatives, policy owners and internal customers. Credibility and trust are achieved through accurate and timely case processing and effective communication. Communication includes but is not limited to pattern or customized phone calls, LINKgrams and e-mails. Furthermore, communication includes responding to inquiries, researching and recommending solutions, and case activity.
Consults, counsels and negotiates with Field, Home Office, and clients to expedite the resolution of new business issues. Recognizes problem situations where general procedure or guidelines are not appropriate, develops and implements exception strategies to satisfy customer needs and negotiates mutually agreeable solutions. Efficiently, accurately, and appropriately processes and updates casework using case management systems meeting departments quality and productivity goals.
Cancellations and Refund Responsibilities: Requires a thorough understanding of the cancellation guidelines and their differences for pending application declines (includes + HIV and cocaine), policy cancellations, Not Takens, and policies beyond the prepaid time frame. To minimize the Company's exposure to litigation, cancellations and refunds must be processed in a timely manner. Critical to this process: Determines validity of the cancellation, rescission and refund request. Sole responsibility for prompt manual calculation and communication of refunds. Generates the reversal of commission payment and production credits. Coordinates the collection of the late penalty fees. Investigates and processes requests for duplicate refund checks.
Delivery Reporting New Business Responsibilities: Insures financial rep's adherence to policy delivery rules for the protection of the Company and Network office. Inspects, verifies, and analyzes the contents of incoming reporting/delivery documents. Reviews and resolves discrepancies in ISA status or items requiring attention before records are added to in-force business. Activates new ISA accounts and generates adjustments to the Network Office escrow account and HO accounts for the collection of the first premium. Independently investigates and resolves reporting issues. Manually removes the prepaid period risk expiration. This includes knowledge and skills to communicate and coordinate judgment and decision making with respect to incomplete reporting requirements and those that are still outstanding.
Other: Researches and evaluates possible solutions to semi-complex problems/identifies root causes/Some deviation from procedures/Begin to anticipate future issues to avoid repeat calls.
Skills & Competencies:
Critical Thinking/Problem Solving
- Resolves problems by following standard process and evaluating solutions.
Customer Service Skills:
- Understanding of Customer Service expectations and understanding of company philosophy and strategy around service.
- Understanding of risk products and understand of company and client services.
- Welcomes change and embraces continuous improvement. Seeks value in new ways of doing things. Can cope with day to day uncertainties, frustrations and adversities.
- Navigates multiple system and applications to complete requests. Understands and applies tools needed to complete requests.
General Knowledge of NM systems and products
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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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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.
Flexible work schedules
Employee resource groups