Description
PRINCIPAL ACCOUNTABILITIES:
Responsible for the day to day technical support of the FPS Investment Account Opening operations team to ensure quality and timely outputs are delivered to subscribers, as the services evolve with technology and product enhancements. Positively influences and leads changes with individual FPAs and the team.
Develops and provides technical training to Investment Client Onboarding and other FPS teams, including Service Development and User Support, to improve the overall service and experience that FPS delivers to the field. Identifies gaps in learning/training and recommends plans of action.
Uses investment account opening or operations expertise, critical thinking and judgment to resolve difficult plan requests, issues, complaints or errors related to FPS standards or procedures. This includes analyzing discrepancies related to plans, initiating corrective action, and providing counsel and information to subscribers and home office cross-functional teams. Evaluates and grants flexibility to established practices and procedures when appropriate.
Mentors less experienced staff, providing answers to questions, advice, feedback and support. Provides performance feedback to the manager.
Assists in design of and executes quality assurance plans necessary to ensure quality outputs are delivered to FPS subscribers
Identifies, develops and implements process, system and workflow improvements and ensures team alignment.
Ability to assist in both team and cross-functional team projects and process improvements.
Acts as backup and/or escalation for subscriber support calls when necessary.
Viewed as an expert on FPS procedures and standards and FPA use of various technologies.
REQUIREMENTS:
Bachelor’s degree or an equivalent combination of education and progressively responsible work experience
Minimum of two years of professional level experience, preferably related to investment account opening or operations and related technologies.
Demonstrated ability to understand FPS processes and standards and marry it with general planning knowledge to drive quality results.
Demonstrated leadership and mentoring/coaching skills and the ability to develop and train/up-skill team members.
Experience with implementing process improvements, process introduction and system enhancements in support of technology changes.
Demonstrated high level of organization and follow through with the ability to effectively identify and independently establish priorities and meet deadlines on multiple assignments with high quality results.
Effective written and verbal communication skills with the ability to positively influence, work cooperatively, and negotiate with individuals in the department and the field to maintain maximum operational efficiency
Series 7 required.
Compensation Range:
Pay Range - Start:
$70,320.00Pay Range - End:
$105,480.00Geographic Specific Pay Structure:
Structure 110:
$77,360.00 USD - $116,040.00 USDStructure 115:
$80,880.00 USD - $121,320.00 USDWe believe in fairness and transparency. It’s why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you’re living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.
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Northwestern Mutual is an equal opportunity employer that welcomes talented individuals of all backgrounds. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.
Skills
Compliance (NM) - Advanced, Analytical Thinking (NM) - Advanced, Teamwork (NM) - Advanced, Escalation Management (NM) - Advanced, Change Adaptability (NM) - Advanced, Root Cause Analysis & Decision Quality (NM) - Advanced, Prioritization (NM) - Advanced, Policy & Procedure (NM) - Advanced, Customer Support (NM) - Advanced, Field Relations (NM) - Advanced, Client Advocacy (NM) - Advanced, Attention to Detail (NM) - Advanced, Quality Acumen (NM) - Advanced, Adaptive Communication (NM) - Advanced, Data Security (NM) - Advanced, Insurance Products (NM) - Advanced, Policy Inquiries & Complaints Management (NM) - Advanced, Customer Service Mindset (NM) - Advanced
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