Specialized Client Care Consultant

Northwestern Mutual • Franklin, WI

7d • Hybrid

About The Position

This role involves applying extensive knowledge of technical and operational functions related to application submission and onboarding for various complex insurance cases (ESINS, BOLI/COLI, UL, and Term Conversion). The consultant will solve complex problems, identify alternatives, and contribute to the development of new policies and processes. A key aspect is proactively identifying and solving gaps in the service experience, acting as a subject matter expert for process and system improvements that enhance client and field experiences while driving operational efficiencies. The role also includes educating, coaching, and mentoring staff, developing and delivering training, and evaluating its effectiveness. The consultant will develop, evaluate, and update servicing processes in accordance with contract provisions, state statutes, regulations, and HIPAA requirements. A primary focus is delivering a personalized and exceptional experience for clients, handling complex inquiries, transactions, and escalations, and collaborating across departments. The consultant will serve as a trusted partner to Financial Representatives, building and maintaining professional client relationships to strengthen brand loyalty. Independent judgment is required for resolving complex issues, and guidance will be provided to others on decision-making. The role involves interpreting product features, applying product knowledge to business processes and client needs, and acting as the primary resource for resolving challenging service situations and complex issues. Leading and managing complex remediation efforts and serving as an advocate for clients by coordinating support across multiple products and services are also key responsibilities. Additionally, the consultant will act as a subject matter expert on cross-functional systems projects, adapt leadership and coaching approaches, and prepare responses to formal and informal complaints. Assisting with interviewing and hiring, and performing quantitative and qualitative analysis of business data, including audit and suitability reviews for regulatory compliance, are also part of the role.

Requirements

• Bachelor’s degree or equivalent combination of education and experience, emphasizing independent decision making, analytical ability, communication, and team building
• Minimum of 7 years of progressively responsible work experience in customer service, working with complex products.
• Expert knowledge of specialized product and markets (i.e. ESINS, Boli/COLI, eSope, Life, DI and business markets)
• Strong technical skills in servicing specialized product and/or training
• Demonstrated analytical skills and confidence to independently make judgments and decisions involving ambiguity
• Effective written and verbal communication skills with the ability to positively influence, work cooperatively, and negotiate with all levels in the department, the company, policy owners and the field to obtain maximum operational efficiency.
• Self-motivated and self-directed with the ability to manage multiple assignments with little or no direction
• Experience in leading process improvements, product introductions, system enhancements, or other project and committee efforts
• A strong desire to continuously learn and improve
• Experience negotiating problem resolutions with field, third party administrators, and clients with proven ability to exercise tact, diplomacy, resourcefulness and understanding to gain trust and customer confidence
• Adaptive Communication (NM) - Formulates strategies to convey complex information about services, products, systems, or processes to targeted audiences and liaises between technical and non-technic al audiences.
• Analytical Thinking (NM) - Organizes and compares complex information to identify underlying issues using data, business acumen, problem solving, and multiple perspectives.
• Compliance (NM) - Applies organizational standards, policies, processes, and procedures to meet regulatory requirements and maintain compliance.
• Customer Service Mindset (NM) - Anticipates customer needs and applies customer perspectives to solve problems, drive outcomes, and support informed decisions.
• Escalation Management (NM) - Addresses escalations involving leadership or higher authorities by applying empathy, domain expertise , and adaptive communication.
• Insurance Products (NM) - Applies knowledge of Northwestern Mutual insurance products, including their components, characteristics, principles, philosophy, and advantages.
• Root Cause Analysis & Decision Quality (NM) - Applies problem-solving methods to identify fundamental causes and makes timely , data-driven decisions based on risk, requirements, and probability of success.

Responsibilities

• Applies extensive knowledge of technical and operational functions related to application submission and onboarding for ESINS, BOLI/COLI, UL, and Term Conversion cases to solve complex problems.
• Identifies alternatives and contributes to the development and enhancement of new policies and processes.
• Proactively identifies gaps in the service experience and implements solutions to address them.
• Serves as a subject matter expert in designing and implementing new processes and systems that improve client and field experiences while driving operational efficiencies.
• Educates, coaches, and mentors staff, and develops and delivers training, including e-learning, as needed.
• Develops, evaluates, and updates servicing processes in accordance with contract provisions, state statutes and regulations, and HIPAA requirements.
• Designs and delivers training programs that meet the evolving needs of the business, workforce, and servicing philosophy.
• Evaluates training effectiveness and implements improvements as needed.
• Delivers a personalized and exceptional experience for clients.
• Handles the most complex inquiries, transactions, and escalations from Financial Representatives and clients, collaborating across departments to identify optimal solutions.
• Serves as a trusted partner to Financial Representatives, helping them meet client needs and deliver positive outcomes.
• Builds and maintains professional client relationships that strengthen brand loyalty.
• Exercises independent judgment in resolving complex issues and provides guidance to others on decision-making.
• Interprets product features and applies product knowledge to business processes and client needs.
• Acts as the primary resource for resolving challenging service situations and complex issues.
• Leads and manages complex remediation efforts.
• Serves as an advocate for clients by navigating and coordinating support across multiple products and services.
• Serves as a subject matter expert on cross-functional systems projects.
• Adapts leadership and coaching approaches to meet situational needs and encourages a culture of learning and continuous improvement.
• Prepares responses to formal and informal complaints.
• Assists with interviewing and hiring employees and contractors who support the department.
• Provides quantitative and qualitative analysis of business data, identifying patterns, insights, and trends to inform decision-making and answer business questions.
• Performs audit and suitability reviews and related procedures to ensure compliance with applicable state and federal regulatory requirements.

Benefits

• Compensation Range: Pay Range - Start: $75,600.00 Pay Range - End: $113,400.00
• Geographic Specific Pay Structure: Structure 110: $83,200.00 USD - $124,800.00 USD
• Structure 115: $86,960.00 USD - $130,440.00 USD
• The 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
• Grow your career with a best-in-class company that puts our clients' interests at the center of all we do.
• Northwestern Mutual is an equal opportunity employer that welcomes talented individuals of all backgrounds.
• We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.

What This Job Offers

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