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Senior Service Advocate

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


A point-of-contact and technical expert for their assigned financial representatives. Is responsible for expediting special handling cases, negotiating resolutions, providing proactive field case work consultation, and helping to educate/train financial reps and their staff. This position is a cross-functional role empowered to marshal organizational resources to resolve troublesome service issues and identify root causes in order to improve the field customer experience while balancing the financial and strategic goals of the company.

Primary Duties and Responsibilities

  • Demonstrated understanding of product and servicing needs of assigned network offices.

  • Understands the importance of our home office - field relationship and strengthens these partnerships through a shared vision of delivering a remarkable experience for our clients.

  • Responsible for building strong relationships with clients', field force and internal business partners through trust, mutual respect and teamwork.

  • Adept at de-escalating volatile concerns and reestablishing confidence in our brand promise.

  • Possesses exceptional internal communication and coordination skills. Works closely with the internal business to identify and detail our clients' concerns and/or expectations, and collaborates with them to provide exceptional service.

  • Accountable for managing all concerns assigned from our clients and network offices - from initial contact through final resolution.

  • Informs applicable stakeholders on resolution progress and coordinates communication to all involved parties.

  • Collaborates with internal partners to track, trend and perform root cause analysis around elevated product or service related concerns.

  • Leverages data analytics to identify obstacles and continually improve operations and the field/client experience.

  • Strong understanding of our business priorities and ability to identify technology that will improve or enhance our network office, home office and client experience.

  • Serves as a liaison between the home office and network offices to facilitate the implementation and adoption of new information and/or technology.

  • Serves as a leader, coach, mentor and role model to front-line employees, peers and internal/external business partners.

  • Drives for results and goal attainment; ensures team members provide appropriate solutions to meet the needs of both our clients and field force.


  • Bachelor's degree in business or an equivalent combination of education and progressively responsible work experience.

  • Minimum of four years of insurance operations experience (IPCS preferred)

  • Highly motivated and self-directed with the ability to manage and prioritize concurrent assignments.

  • Strong customer service skills and technical knowledge of the operational aspects related to IPCS.

  • Ability to build relationships, apply knowledge across complex business areas, and effectively navigate the organization to find solutions. Deals well with ambiguity.

  • Ability to influence without authority.

  • Demonstrated ability to negotiate skillfully in difficult situations with both internal and external stakeholders.

  • Demonstrated problem solving through analytical ability, judgment and decision making skills. Focuses on the best interest of the customer while complying with all relevant laws, regulations and policies.

  • Demonstrated interpersonal, leadership, and verbal and written communication skills.


  • 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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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.

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.