What You'll Do:
Processing (90%)
Reconciles inaccurate or conflicting customer information through our DICE (Digital Integrated Customer Experience) processing (e.g. date of birth, spelling of name, address, social security number).
Utilizes various systems to locate and update client data based on correspondence that was returned to NM as undeliverable.
Basic knowledge of risk products and billing accounts
An understanding of the implications a transaction will have on a policy or billing account
Understanding of options available to illustrate, as well as analyzing policy illustrations for accuracy
Communicates with clients and the field by phone and email.
Reviews training manual, when necessary, to ensure appropriate handling of all types of work.
Follows standard work process to ensure that hourly target is consistently met.
Analyze and redistribute all cases by correctly identifying problems and issues and then determining what requirements are needed. Should be able to fully comprehend and identify all needed requirements in order to redistribute the case in good order.
Expected to take action for completing the tasks above and is accountable for the quality efforts of the work being done.
Processes a variety of standard work items.
Team Responsibilities (10%)
Responsible for adding value to the team and maintaining positive relationships with team members by exchanging useful information, providing feedback, submitting process improvement ideas, sharing knowledge/expertise in team meetings.
Manages and prioritizes work in a manner that will allow team members to easily support each other when necessary.
What You'll Bring to the Role:
High School diploma required.
One year of customer service experience or experience analyzing data.
Ability to handle a large volume of work accurately and promptly; strong organizational skills required.
Demonstrated data entry skills, keyboarding and ability to navigate through multiple systems required.
Ability to use Microsoft Windows.
Ability to analyze and interpret technical data.
Effective communication skills.
Demonstrated ability to solve problems independently.
Customer service experience is preferred.
Skills You Have:
Adaptive Communication: Formulates strategies to be used to convey complex information about services, products, systems, or processes to targeted audiences; communicates and liaises between technical and non-technical audiences.
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.
Attention to Detail: Focuses on specific details to spot and correct errors in advance of them being found and surpass quality expectations. Performs work with thorough proofreading for presentation, content, accuracy, and overall quality.
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.
Quality Acumen: Demonstrates thorough understanding of the professional domain, adheres to established industry standards, and exhibits effective consultative behaviors. Continuously enhances knowledge through learning and experience, implements best practices consistently to provide better solutions, exceptional quality of service, and offers a seamless user experience.
This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form.Non-Registered Fingerprinted - FINRA
Compensation Range:
Pay Range - Start:
$20.51Pay Range - End:
$30.76Geographic Specific Pay Structure:
Structure 110:
Structure 115:
We believe in fairness and transparency. It’s why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. 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, click here to learn more.
Grow your career with a best-in-class company that puts our clients' interests at the center of all we do. Get started now!
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.
Customer Service Mindset (NM) - Intermediate, Field Relations (NM) - Beginner, Quality Acumen (NM) - Beginner, Policy Inquiries & Complaints Management (NM) - Beginner, Adaptive Communication (NM) - Beginner, Data Security (NM) - Intermediate, Teamwork (NM) - Intermediate, Compliance (NM) - Beginner, Prioritization (NM) - Beginner, Insurance Products (NM) - Beginner, Change Adaptability (NM) - Beginner, Policy & Procedure (NM) - Beginner, Root Cause Analysis & Decision Quality (NM) - Beginner, Escalation Management (NM) - Beginner, Attention to Detail (NM) - Intermediate, Analytical Thinking (NM) - Beginner, Client Advocacy (NM) - Beginner, Customer Support (NM) - Intermediate, Case Management (NM) - Beginner
We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and our commitment to a culture of belonging.
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