Service Advocate

Northwestern Mutual•Franklin, WI

10h•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. What you'll do: A point-of-contact and technical expert for their assigned financial representatives. Is responsible for expediting special handling cases, negotiating resolutions, providing proactive field case work consultation, and helping to educate/train financial reps and their staff. This position is a cross-functional role empowered to marshal organizational resources to resolve troublesome service issues and identify root causes to improve the field customer experience while balancing the financial and strategic goals of the company. How you’ll do it: Demonstrated understanding of product and servicing needs of assigned network offices. Understands the importance of our home office - field relationship and strengthens these partnerships through a shared vision of delivering a remarkable experience for our clients. Responsible for building strong relationships with clients', field force and internal business partners through trust, mutual respect and teamwork. Adept at de-escalating volatile concerns and reestablishing confidence in our brand promise. Possesses exceptional internal communication and coordination skills. Works closely with the internal business to identify and detail our clients' concerns and/or expectations and collaborates with them to provide exceptional service. Accountable for managing all concerns assigned from our clients and network offices - from initial contact through final resolution. Informs applicable stakeholders on resolution progress and coordinates communication to all involved parties. Collaborates with internal partners to track, trend and perform root cause analysis around elevated product or service-related concerns. Leverages data analytics to identify obstacles and continually improve operations and the field/client experience. Strong understanding of our business priorities and ability to identify technology that will improve or enhance our network office, home office and client experience. Serves as a liaison between the home office and network offices to facilitate the implementation and adoption of new information and/or technology. Serves as a leader, coach, mentor and role model to front-line employees, peers and internal/external business partners. Drives for results and goal attainment; ensures team members provide appropriate solutions to meet the needs of both our clients and field force.

Requirements

Bachelor's degree in business or an equivalent combination of education and progressively responsible work experience.
Minimum of four years of insurance field and client operations servicing experience, Northwestern Mutual (or) similar environment highly preferred.
Highly motivated and self-directed with the ability to manage and prioritize concurrent assignments.
Strong customer service skills and technical knowledge of the operational aspects.
Ability to build relationships, apply knowledge across complex business areas, and effectively navigate the organization to find solutions.
Deals well with ambiguity.
Ability to influence without authority.
Demonstrated ability to negotiate skillfully in difficult situations with both internal and external stakeholders.
Demonstrated problem solving through analytical ability, judgment, and decision-making skills.
Focuses on the best interest of the customer while complying with all relevant laws, regulations, and policies.
Demonstrated interpersonal, leadership, and verbal and written communication skills.
Escalation Management
Field Relations
Adaptative Communication
Root Cause analysis & Decision Quality.

Responsibilities

A point-of-contact and technical expert for their assigned financial representatives.
Is responsible for expediting special handling cases, negotiating resolutions, providing proactive field case work consultation, and helping to educate/train financial reps and their staff.
Responsible for building strong relationships with clients', field force and internal business partners through trust, mutual respect and teamwork.
Adept at de-escalating volatile concerns and reestablishing confidence in our brand promise.
Works closely with the internal business to identify and detail our clients' concerns and/or expectations and collaborates with them to provide exceptional service.
Accountable for managing all concerns assigned from our clients and network offices - from initial contact through final resolution.
Informs applicable stakeholders on resolution progress and coordinates communication to all involved parties.
Collaborates with internal partners to track, trend and perform root cause analysis around elevated product or service-related concerns.
Leverages data analytics to identify obstacles and continually improve operations and the field/client experience.
Serves as a liaison between the home office and network offices to facilitate the implementation and adoption of new information and/or technology.
Serves as a leader, coach, mentor and role model to front-line employees, peers and internal/external business partners.
Drives for results and goal attainment; ensures team members provide appropriate solutions to meet the needs of both our clients and field force.