Contract, Licensing & Registration Senior Analyst - Hybrid

Northwestern Mutual•Milwaukee, WI

7d•Hybrid

About The Position

At Northwestern Mutual, we believe relationships are built on trust. That our lives and our work matter. These beliefs launched our company over 160 years ago. Today, they're just a few of the reasons why people choose to build careers at Northwestern Mutual. We're strong and growing. In a company with such a long and storied history, this may be the most exciting and important time to be a part of Northwestern Mutual. We're strong, innovative and growing. We invest in our people. We provide opportunities for employees to grow themselves, their career and in turn, our business. We care. We make a positive difference in our communities. Nationally, thousands have benefitted from our support of research and programs to fight childhood cancer. Each year, our Foundation, employees and financial representatives donate time, talent and financial support to causes they're passionate about. This is a hybrid position at our downtown Milwaukee corporate office. Mandatory days are Monday and Tuesday. 3rd day is flex. What you'll do: The CLR Senior Analyst will perform an array of functions relating to contract, licensing, registrations, terminations and support. The CLR Senior Analyst will learn each job task within the division and will be able to provide back-up during vacations and high-volume periods. A CLR Senior Analyst must be detail-oriented, a fast learner, and an excellent communicator to handle various tasks and escalate concerns as needed.

Requirements

Associate degree in Business or related field or minimum of 5 years of insurance or securities experience.
Minimum 3 years of customer service experience.
Thorough understanding of Northwestern Mutual's financial network operations.
Proven strong analytical and problem solving skills
Superior customer service skills with ability to address and successfully resolve complex and sensitive issues
Ability to successfully complete tasks in a timely and accurate manner in a high volume area
Ability to work independently to accomplish a variety of tasks
Ability to coach and provide guidance on core customer service responsibilities
High level attention to detail
Expert technical knowledge
Excellent communication skills, both written and verbal
Superior organization skills
Experience in case management system use and documentation procedures
PC experience working with Microsoft WORD, Outlook and other Microsoft Office software

Nice To Haves

Bachelor’s Degree is preferred.

Responsibilities

Provides quality and timely customer service to field and home office staff on the following topics Contracting, Licensing, Registrations, Terminations and Support.
Communicates with callers clearly in an open, direct, and timely manner.
Answers questions that are routine, escalates calls as needed.
Identifies the need for special handling and coordinates problem resolution, in addition to understanding the overall impact.
Provides complete and accurate solutions to all customer needs with appropriate guidance.
Under the direction of the Manager, Specialist, or Mentor, may handle more complex inquiries.
Adheres to phone schedules in accordance with set standards.
Gives and receives regular feedback/information in an open and positive manner.
Helps others with additional casework as needed.
Tries new ways of challenging the status quo and changing the way we work.
Contributes to a positive environment by openly communicating new ideas/solutions, perspectives and experiences in team meetings, training sessions, 1x1s and huddles.
Demonstrates behaviors that reflect and support our company and department values, vision, and culture of learning/growth
Acts in a manner necessary to achieve organizational results (i.e., big picture).
Organizes work in a manner that allows team members to easily locate and complete casework when needed.
Written communication is professional, complete, timely, accurate and effective.
Follows set procedures and standard work.
Exhibits a commitment towards personal learning and growth.
Takes initiative to learn topics outside of core responsibilities.