Client Care Coach Spec (NRF)

Northwestern Mutual•Franklin, WI

1d•Onsite

About The Position

Handles customer contact and problem resolution for external customers, as well as field-based and home office employees. On calls of a complex/unique nature, including those escalated from other customer service representatives, you will determine how to proceed based on independent judgment and established best practices. You are a strategic thinker who makes use of all available resources to approach a problem in logically. You take ownership of issues and have the leadership skills to independently seek, investigate, and implement process improvements to enhance efficiency and customer satisfaction. As a team player, you'll benefit professionally from the opportunity to share knowledge as you contribute to realization of the team's overall business goals. You may at times assist in orientation/training activities and provide input to performance review sessions. Quality, productivity and customer satisfaction are your highest priorities.

Requirements

Bachelors degree in business or related field or equivalent combination of education and experience.
Minimum of 5 years of progressively responsible work experience in customer service.
Demonstrated leadership and mentoring/coaching experience.
Demonstrated ability to independently analyze and solve problems involving ambiguity.
Superior verbal and written communication skills with the ability to assess the communication skills of others.
Demonstrated ability to positively influence, work cooperatively and negotiate with all levels of employees.
Demonstrated ability to proactively manage change.
Self motivated and self-directed with the ability to manage multiple assignments with little or no direction.
Experienced in leading process improvement, product introduction, system enhancement or other project and committee efforts.
Adaptive Communication: Formulates strategies to be used to convey complex information about services, products, systems, or processes to targeted audiences; communicates and liaises between technical and non-technical audiences.
Analytical Thinking: Organizes and compares various aspects of a situation to comprehend and identify key or underlying complex issues through the use of quantitative data and analysis; leverages strong business acumen, problem solving, and interpersonal skills to think critically about situations from multiple perspectives and consistently seeks ways to improve processes.
Change Adaptability: Becomes adaptable in response to continual changes; shows an openness to new ways of working, new methods, work-in-progress improvements and changes and seamlessly navigates the changing business environment and adjusts behavior as appropriate to the situation.
Customer Service Mindset: Anticipates customer needs and applies understanding of customer needs or perspectives to solve problems and drive outcomes as the basis for decision making. Leverages knowledge of trends affecting customer to help them make informed decisions.
Policy & Procedure: Analyzes current policies and procedures, identifies gaps or areas for improvement, and develops and implements new policies and procedures to address those gaps. Ensures compliance with regulatory requirements and industry standards, as well as effectively communicates policies and procedures to employees and stakeholders. Understands the various components of a workflow, identifies bottlenecks, and implements improvements to increase productivity, reduce costs, and streamline operations. communication techniques.
Prioritization: Assesses and accurately assigns priority levels to different tasks based on importance, urgency, and alignment to business and strategic goals.
Quality Acumen: Demonstrates thorough understanding of the professional domain, adheres to established industry standards, and exhibits effective consultative behaviors. Continuously enhances knowledge through learning and experience, implements best practices consistently to provide better solutions, exceptional quality of service, and offers a seamless user experience.
Teamwork: Engages in others' behaviors to generate strong team cohesion and orientation. Facilitates open dialogue within and across teams to create trust and understanding. Shares collective successes and opportunities to improve as a group.

Responsibilities

Handles customer contact and problem resolution for external customers, as well as field-based and home office employees.
Determines how to proceed on calls of a complex/unique nature, including those escalated from other customer service representatives, based on independent judgment and established best practices.
Makes use of all available resources to approach a problem logically.
Takes ownership of issues and independently seeks, investigates, and implements process improvements to enhance efficiency and customer satisfaction.
Shares knowledge and contributes to the realization of the team's overall business goals.
Assists in orientation/training activities and provides input to performance review sessions.
Customer Contact Services complex and unique inquiries as well as escalated referrals from others.
Responsible for problem resolution on all calls.
Customers include Client, Field, 3rd Party, Forum, Field Reps and Expert Lines.
Spends time resolving complex casework and helping other representatives.
Deviates from established procedures when appropriate to meet customer needs.
Recommends best practices based on strong knowledge and excellent analytical skills.
Advocates for change; switches gears and changes priorities when appropriate.
Responsible for processing complex casework and providing assistance to others on casework/call processing.
Creates and develops communication pieces.
Independently makes decisions on all casework/calls and provides guidance to others on decisions.
May create schedules.
Monitors adherence and adjusts schedules as necessary.
Provides coaching to team members.
May assist in managing orientation and training processes; may assist in development of orientation and training materials.
Reviews decision or work of others.
Provides training/quality control functions and contributes input into performance evaluation process.
Acts as a facilitator to promote teamwork.
Acts as a team liaison outside of own team to various parts of the organization.
Independently resolves problems making appropriate judgments relating to ownership, exception processing and best practices.
Can prioritize and resolve the subset problems within a larger problem along the way.
Uses all available resources within and outside of immediate work area.
Recognizes and communicates the impact of the decision and or future concerns to necessary personnel.
Approaches the problem from all perspectives; customer, company and standards.
Incorporates other factors in the problem solving process such as system and/or service gaps and long term impacts.
Crosses divisional/departmental lines to resolve the problem when necessary.
Independently seeks, investigates and implements process improvements.
Is an advocate for change.
May lead the initiative.
Participates and/or leads committees.
Participates in department projects to include input into project status.
May participate in companywide initiatives.
Independently identifies/anticipates information needed by others and uses appropriate vehicle to communicate.
Demonstrates proficiency in negotiation and persuasion skills.
Proficient in free form writing skills and provides input on others written work.