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Senior Premium Refund Coordinator

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

To perform, comprehend, and apply all aspects of premium refund management including non-routine and/or complex processes and transactions that require more analysis and expertise. Comprehends and applies all aspects of customer service work as it relates to the managing of all types of disability income claims by demonstrating a comprehensive understanding of all DI claims processing. Uses expertise to problem solve and grant exceptions. Provides technical and customer service guidance and support to DI Customer Service Representatives and Premium Refund Coordinators. Reports to the Disability Benefits Service Support Manager and under guidance of the Premium Refund Team Leader.

Premium Refunding (60%):

  • Researches and analyzes pertinent premium information on routine and non routine cases, including rescission clams for Law Dept. and DI Consultants/Specialists.

  • Decides appropriate refunding methods for all types of cases and accurately calculates refunds, including appropriate interest on recission claims, within divisional goals.

  • Determines and inputs ISA and insurance transactions.

  • Authorizes payment of premium refunds via check or ISA system. 

  • Independently resolves problems, including insurance rejects; consults with Team Leader for possible exceptions.

  • Decisions must take into consideration the long range impact within the Company.

Communication (20%):

  • Provides professional, informative phone communication to external and internal customers.

  • Acts as a liaison to POS, New Business, Product Reporting, Banking, and other departments to resolve premium waiver issues that cross departmental lines. 

  • Provides essential documentation of phone calls by use of effective writing skills.

  • Understands when and how to alter pattern letters and how to compose letters such as, payee requests for premium refund breakdowns, when necessary. 

  • Preserves NM's image and reputation when communicating refunding issues.

Teamwork (15%): 

  • Works effectively with and relates to different types of people within a team setting.

  • Actively participates in team meetings and provides guidance and support to DI Customer Service Representatives to help within their progression within the team.

  • Contributes fair share of effort to team's work.

Miscellaneous Duties (5%): 

  • Participates in projects and/or committees.

  • As part of the claim handling process, may be called upon to represent the company in legal matters through preparation for and the participation in depositions and trials.


  • 3 years of customer service experience to include a minimum of 1 and 1/2 years of Insurance Operations experience.  (Ie Sr mail processor, SR DI Service Rep, or Premium Refund Coordinator).

  • High School degree and associate's degree in business or accounting.

  • Experience or related mathematical and customer service work.

  • Superior oral and written skills.

  • A thorough understanding of manual accounting and strong mathematical apitude.

  • Superior organizational skills and multi tasking skills.

  • Ability to research, organize, and exaplin historical policy activity and terms and mechanics of Life and DI products.

  • Ability to use sound judgment in making decisions and/or exceptions.

  • Ability to explain complex technical information in customer terms.

  • Excellent keyboarding skills.

  • Work knowledge, or a willingness to learn Microsoft Word required.

  • The ability to work in a team environment and add value to group efforts.


  • Competitive base pay

  • 401K

  • Pension plan

  • Educational assistance

  • Performance based incentive pay

  • Medical, dental and vision insurance

  • Parental leave

  • Caregiver time off

  • ….and more

Compensation Range:

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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.

Grow your career with a best-in-class company that puts our client’s interests at the center of all we do. Get started now!

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.


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.