Senior Process Associate-Northwestern Mutual

Infosys • Milwaukee, WI

2d

About The Position

The Senior Process Associate executes insurance-related transactions according to prescribed guidelines, standard operating procedures, and timelines. Depending on the process, work may include verifying documents, processing bills, analyzing data, responding to complaints and queries by mail, and interacting with vendors for order management. The role handles client transactions by verifying basic information, resolving customer queries or issues, and documenting the outcome of transactions on client accounts.

The associate resolves individual cases requiring rework to support high customer satisfaction and NPS scores, and shares information learned from difficult or unusual situations with the team lead and supervisor. The role requires a good understanding of life insurance products and the insurance business. Work involves sitting at a computer for extended periods and communicating by telephone, email, or face-to-face.

Requirements

• High school diploma or GED equivalent.
• At least 1 year of relevant work experience.
• Good understanding of life insurance products and the insurance business.
• Intermediate experience with Microsoft Outlook, Excel, and Word.
• Ability to learn new processes quickly and use internal applications needed for the role.
• Excellent service orientation and work ethic.
• Commitment to protecting confidential client information.
• Ability to sit and work at a computer for extended periods.
• Ability to communicate by telephone, email, or face-to-face.
• U.S. applicants must have work authorization that does not require employer-sponsored visa sponsorship.

Nice To Haves

• Proven experience working in a fast-paced team environment while meeting high productivity and quality levels and tight service-delivery deadlines.
• Life insurance process experience.
• Knowledge of life insurance terminology and data structures.
• Knowledge of basic insurance principles and the insurance lifecycle.
• Good interpersonal skills.
• Strong organization and written and verbal communication skills.

Responsibilities

• Execute transactions according to prescribed guidelines and timelines, including verifying documents, processing bills, analyzing data, responding to complaints or queries by mail, and interacting with vendors for order management as applicable.
• Attend to client transactions, verify basic information, and close customer queries or issues in accordance with defined SOPs and parameters.
• Document the outcome of the last transaction on clients’ accounts.
• Resolve individual cases requiring rework to support high customer satisfaction and NPS scores.
• Share information learned from difficult or unusual situations with the team lead and supervisor.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED