Life Claim Intake & Support Rep

Northwestern Mutual • Franklin, WI

10d • Hybrid

About The Position

Provide problem resolution for external customers, as well as agency-based and home office employees. In accordance with established guidelines, duties encompass issues identification and resolution, research and evaluation using available resources, and handling of routine casework processing. In consultation with higher-level staff, handle moderately complex calls, decide on the appropriate course of action, make referrals to the appropriate provider, identify the need for special handling as appropriate, and take responsibility for the efficient escalation of more complex calls. As a team player, benefit professionally from the opportunity to share knowledge and seek the advice of your peers as you contribute to realization of the team's overall business goals; quality, productivity and customer satisfaction are your highest priorities.

Requirements

• Associates degree in business or related field or equivalent combination of education and experience
• Previous customer service experience preferred
• Equally strong written and verbal communication skills
• Non-Registered fingerprinted will be required
• Ability to multi-task, prioritize and manage time effectively
• Willingness to embrace change in a fast paced work environment
• Desire to resolve complex problems
• A strong desire to continuously learn and improve
• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages
• Successful completion of customer service required testing
• 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.
• Case Management: Communicates status of the case, manages requirements, and answers questions of clients. Monitors all cases to ensure that all claims and / or inquiries are necessary, reasonable, and legitimate.
• 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 Support: Captures customer information for inquiry and analysis in an organized, clear, and consistent manner; leverages knowledge of trends affecting customer to help them make informed decisions and communicates with the customer and the field. Uses customer intelligence to solve problems, demonstrate patience and understanding, ensure customer satisfaction by knowing the customer and audience and resolve customer complaints efficiently.
• Prioritization: Assesses and accurately assigns priority levels to different tasks based on importance, urgency, and alignment to business and strategic goals.
• 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

• Deliver a Distinctive Client experience
• Successfully resolves questions and inquiries from Financial Reps and clients
• Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
• Educates clients and Financial Representatives on our client website and self-service capabilities
• Fosters a professional relationship with our clients to enhance brand loyalty
• Exhibits skill in de-escalating servicing concerns
• Achieves productivity standards and goals while maintaining the highest level of customer service
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
• Able to multi-task between phone and casework/transactional duties with the high degree of accuracy and quality
• Able to work independently and with your team to consistently identify opportunities improve work processes
• Researches and evaluates possible solutions using all available resources
• Manages casework in accordance with area service and/or productivity standards
• Welcomes change and embraces an environment where continuous improvement is expected from all employees
• Demonstrates a willingness to shift work priorities to meet the needs of the business and customer demand
• Identifies opportunities for improvement and is an advocate for delivering viable solutions and alternatives
• Ability to interact with latest technologies including devices to do their jobs and interact with clients
• Demonstrated ability to use computer software packages, including Word, Excel, and PowerPoint
• Candidates must successfully complete and pass any required testing.
• This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form.
• Non-Registered Fingerprinted - FINRA

Benefits

• Pay Range - Start: $20.51
• Pay Range - End: $30.76
• Geographic Specific Pay Structure: Structure 110: Structure 115:
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree