Sr Customer Service Advocate Specialist

Summary:

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 in order to improve the field customer experience while balancing the financial and strategic goals of the company.

Primary Duties & Responsibilities:

Demonstrated advanced 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. Responsible for Service Recovery. 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. Negotiates cases elevated through the field to amicable resolution with field members. Travel to Network Offices to build trust and present to the field, and speak on behalf of the home office. Provides proactive support to the Network Office, by reviewing data regarding Network Office trends and behavior. Then utilizes this data to determine the best course of action for presentation and driving results from the Network Office. Without authority influences field behavior to obtain a desired home office outcome, such as Self Service Adoption.

Qualifications:

Bachelor's degree in business or an equivalent combination of education and progressively responsible work experience. Minimum of four years of insurance operations experience. Highly motivated and self-directed with the ability to manage and prioritize concurrent assignments. Advanced customer service skills and technical knowledge of the operational aspects. Demonstrated ability to build relationships, apply knowledge across complex business areas, and effectively navigate the organization to find solutions. Deals well with ambiguity. Heightened 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 advanced interpersonal, leadership, and verbal and written communication skills.

Compensation Range:

Pay Range•

Start:

$60,880.00 Pay Range•

End:

$91,320.00

Geographic Specific Pay Structure:

Structure 110: $66,960.00 USD•$100,440.00 USD Structure 115: $70,000.00 USD•$105,000.00 USD 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 who welcomes and encourages diversity in the workforce. 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. 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. What started in Milwaukee, WI has grown into 7,000+ home office professionals split across 3 campuses: New York City, Franklin and downtown Milwaukee (HQ)•each one bringing with it its own unique talent and culture. 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 as we are growing our digital and tech capabilities and are always on the lookout for bright, tech-savvy candidates. Northwestern Mutual is proud to be an equal opportunity employer. We have chosen to build a diverse and inclusive workplace where talented people from all backgrounds want to be, want to stay, and want to build their future. We celebrate and support our differences for the benefit of our employees, our products, and our community. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.