Primary Duties & Responsibilities: Please double check you have the right level of experience and qualifications by reading the full overview of this opportunity below. Develop, implement and monitor a three to five-year contact center strategy across the Advanced Markets contact centers to ensure that financial representatives and policyowners maintain a favorable view of Northwestern Mutual's brand and reputation. Create a culture of high quality and continuous improvement through the process of assessment, evaluation, insight, action, implementation and measurement. Develop comprehensive strategies and direct resources to achieve Department and Company field and client experience objectives through integrated client service interactions (billing collection, beneficiary title, client data maintenance, etc.). Develop, maintain and improve effective communications with customers regarding all aspects of service. Develop, implement and monitor service recovery and concierge services across customer operations. Direct, develop and provide guidance to Assistant Directors and Managers in all operational matters, including those relating to service delivery, talent management, budgeting and staffing for integrated client services. Direct the delivery of contact center support services and works with business process owners to resolve service levels gaps. Leverage relationships across departments to ensure that customer service representatives are knowledgeable about all relevant products and product changes. Drive implementation of best practices for hiring, training and retention across all of the contact centers. Participate in company-wide projects and analyze impact of process and/or system changes cross-functionally. Accountable for maintaining peer and industry relationships and education on current and future state contact center best practices and incorporating innovation and industry best practices into the strategic direction of the company's contact centers. Qualifications: Bachelor's degree business or related field. Minimum of ten years of progressively responsible level experience including expertise in operations and/or the designated investment products (if applicable) that the position supports. Comprehensive understanding of customer service environments, large scale contact center operations, and contact center technologies. Solid understanding of the insurance business, including field relations, servicing functions, billing and collections and client data maintenance. Strong negotiation skills and ability to think creatively to find solutions that deliver and' vs or'. Demonstrated superior written and verbal communication skills with ability to build rapport and gain acceptance at all levels. Demonstrated ability to independently analyze and solve complex business problems. Strong skills and desire to develop direct reports and others. Demonstrated knowledge in process improvement, Lean, Continuous Learning and Improvement, or similar methodologies. Requires Series 6 and 26. Skills You Have Escalation Management Addresses and resolves incidents where customer wants to communicate with leadership or higher authorities regarding their problems. Empathizes, understands, and interacts with the customer to mitigate their issues using domain expertise and adaptive communication techniques. Prioritization Assesses and accurately assigns priority levels to different tasks based on importance, urgency, and alignment to business and strategic goals. Strategic Vision & Planning Develops, defines, and executes strategic vision for the team and business function they manage with an understanding of the enterprise's goals as a people manager; defines business planning, strategy formulation, and management engine to support strategic vision. Talent Development & Planning Develops direct reports' skills based on organizational objectives, evaluates skill gaps, and manages succession planning to develop more capable direct reports, diverse, strong teams and better organizational performance in an equitable and inclusive manner. Change Adaptability Becomes adaptable in response to continual changes; shows an openness to new ways of working, new methods, work-in-progress improvements and changes and seamlessly navigates the changing business environment and adjusts behavior as appropriate to the situation. Business Influence Collaborates, communicates and influences direct reports, stakeholders, and other business functions based on understanding of the marketplace, organizational needs, and the client as a people manager. 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. This position has been classified as a Registered Representative under NMIS guidelines and requires fingerprinting.Series 26 - FINRA, Series 6 - FINRA Compensation Range: Pay Range - Start: $144,000.00 Pay Range - End: $216,000.00 Geographic Specific Pay Structure: Structure 110: $158,400.00 USD - $237,600.00 USD Structure 115: $165,600.00 USD - $248,400.00 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 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. Skills Compliance (NM) - Advanced, Escalation Management (NM) - Advanced, Strategic Vision & Planning (NM) - Expert, Policy & Procedure (NM) - Expert, Customer Support (NM) - Advanced, Insurance Products (NM) - Expert, Tax Awareness (NM) - Advanced, Prioritization (NM) - Expert, Field Relations (NM) - Expert, Change Adaptability (NM) - Expert, Analytical Thinking (NM) - Expert, Client Advocacy (NM) - Expert, Data Security (NM) - Advanced, Customer Service Mindset (NM) - Expert, Accountability (NM) - Expert, Talent Development & Planning (NM) - Expert, Attention to Detail (NM) - Expert, Root Cause Analysis & Decision Quality (NM) - Expert, Adaptive Communication (NM) - Expert, Business Influence (NM) - Expert, Quality Acumen (NM) - Expert, Policy Inquiries & Complaints Management (NM) - Expert, Teamwork (NM) - Expert FIND YOUR FUTURE 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. xaygatp Flexible work schedules Concierge service Comprehensive benefits Employee resource groups PandoLogic.
08/16/2026
Full time
Primary Duties & Responsibilities: Please double check you have the right level of experience and qualifications by reading the full overview of this opportunity below. Develop, implement and monitor a three to five-year contact center strategy across the Advanced Markets contact centers to ensure that financial representatives and policyowners maintain a favorable view of Northwestern Mutual's brand and reputation. Create a culture of high quality and continuous improvement through the process of assessment, evaluation, insight, action, implementation and measurement. Develop comprehensive strategies and direct resources to achieve Department and Company field and client experience objectives through integrated client service interactions (billing collection, beneficiary title, client data maintenance, etc.). Develop, maintain and improve effective communications with customers regarding all aspects of service. Develop, implement and monitor service recovery and concierge services across customer operations. Direct, develop and provide guidance to Assistant Directors and Managers in all operational matters, including those relating to service delivery, talent management, budgeting and staffing for integrated client services. Direct the delivery of contact center support services and works with business process owners to resolve service levels gaps. Leverage relationships across departments to ensure that customer service representatives are knowledgeable about all relevant products and product changes. Drive implementation of best practices for hiring, training and retention across all of the contact centers. Participate in company-wide projects and analyze impact of process and/or system changes cross-functionally. Accountable for maintaining peer and industry relationships and education on current and future state contact center best practices and incorporating innovation and industry best practices into the strategic direction of the company's contact centers. Qualifications: Bachelor's degree business or related field. Minimum of ten years of progressively responsible level experience including expertise in operations and/or the designated investment products (if applicable) that the position supports. Comprehensive understanding of customer service environments, large scale contact center operations, and contact center technologies. Solid understanding of the insurance business, including field relations, servicing functions, billing and collections and client data maintenance. Strong negotiation skills and ability to think creatively to find solutions that deliver and' vs or'. Demonstrated superior written and verbal communication skills with ability to build rapport and gain acceptance at all levels. Demonstrated ability to independently analyze and solve complex business problems. Strong skills and desire to develop direct reports and others. Demonstrated knowledge in process improvement, Lean, Continuous Learning and Improvement, or similar methodologies. Requires Series 6 and 26. Skills You Have Escalation Management Addresses and resolves incidents where customer wants to communicate with leadership or higher authorities regarding their problems. Empathizes, understands, and interacts with the customer to mitigate their issues using domain expertise and adaptive communication techniques. Prioritization Assesses and accurately assigns priority levels to different tasks based on importance, urgency, and alignment to business and strategic goals. Strategic Vision & Planning Develops, defines, and executes strategic vision for the team and business function they manage with an understanding of the enterprise's goals as a people manager; defines business planning, strategy formulation, and management engine to support strategic vision. Talent Development & Planning Develops direct reports' skills based on organizational objectives, evaluates skill gaps, and manages succession planning to develop more capable direct reports, diverse, strong teams and better organizational performance in an equitable and inclusive manner. Change Adaptability Becomes adaptable in response to continual changes; shows an openness to new ways of working, new methods, work-in-progress improvements and changes and seamlessly navigates the changing business environment and adjusts behavior as appropriate to the situation. Business Influence Collaborates, communicates and influences direct reports, stakeholders, and other business functions based on understanding of the marketplace, organizational needs, and the client as a people manager. 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. This position has been classified as a Registered Representative under NMIS guidelines and requires fingerprinting.Series 26 - FINRA, Series 6 - FINRA Compensation Range: Pay Range - Start: $144,000.00 Pay Range - End: $216,000.00 Geographic Specific Pay Structure: Structure 110: $158,400.00 USD - $237,600.00 USD Structure 115: $165,600.00 USD - $248,400.00 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 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. Skills Compliance (NM) - Advanced, Escalation Management (NM) - Advanced, Strategic Vision & Planning (NM) - Expert, Policy & Procedure (NM) - Expert, Customer Support (NM) - Advanced, Insurance Products (NM) - Expert, Tax Awareness (NM) - Advanced, Prioritization (NM) - Expert, Field Relations (NM) - Expert, Change Adaptability (NM) - Expert, Analytical Thinking (NM) - Expert, Client Advocacy (NM) - Expert, Data Security (NM) - Advanced, Customer Service Mindset (NM) - Expert, Accountability (NM) - Expert, Talent Development & Planning (NM) - Expert, Attention to Detail (NM) - Expert, Root Cause Analysis & Decision Quality (NM) - Expert, Adaptive Communication (NM) - Expert, Business Influence (NM) - Expert, Quality Acumen (NM) - Expert, Policy Inquiries & Complaints Management (NM) - Expert, Teamwork (NM) - Expert FIND YOUR FUTURE 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. xaygatp Flexible work schedules Concierge service Comprehensive benefits Employee resource groups PandoLogic.
About the Job Considering making an application for this job Check all the details in this job description, and then click on Apply. The New Accounts team within Investment Client Services supports our field partners and clients by completing new account requests accurately and efficiently in a regulated, client-focused environment. This role provides end-to-end ownership of new account inquiries and transactions, including reviewing account-opening documentation, resolving complex issues, managing escalations, and partnering with Financial Representatives to support a smooth account-opening experience. The role requires strong attention to detail, sound judgment, and strict adherence to confidentiality and client data privacy standards. What You'll Do Deliver a personalized and remarkable experience by answering new account questions, explaining available servicing options, and guiding Financial Representatives through the account-opening process in a call center environment. Resolve basic, intermediate, and complex new account inquiries and transactions within a registered area. Review new account requests and supporting documentation for accuracy, completeness, and alignment with established procedures and regulatory requirements. Research and evaluate solutions to complex new account issues, including identifying root causes, addressing exceptions, and resolving escalations. Take ownership of new account inquiries and transactions from initial submission through resolution, anticipating potential issues to reduce delays, repeat contacts, and unnecessary transfers. Effectively de-escalate challenging situations while guiding Financial Representatives through complex or unique new account requirements. Serve as a trusted advocate for Financial Representatives and partner with them to support the needs of their clients throughout the account-opening process. Promote available technology and self-service capabilities by educating Financial Representatives on tools and resources that support new account submissions. Understand the risks and potential client impacts associated with new account transactions, documentation, and account setup. Understand how systems connect to new account processes and outcomes and clearly explain system capabilities and limitations to others. Work effectively through ambiguity and changing requirements within a regulated environment to deliver accurate and positive outcomes. Support team members through process, technology, and regulatory changes and help others adapt to new ways of working. Build professional relationships with team members, field partners, and clients to strengthen trust and brand loyalty. Balance phone and transactional responsibilities while maintaining accuracy, confidentiality, and client data privacy. Identify opportunities to improve new account processes, reduce delays, and enhance the experience for Financial Representatives and clients. Coach, mentor, or train team members on new account processes and procedures as needed. What You'll Bring to the Role Associate degree in business or a related field, or an equivalent combination of education and experience. Minimum of four years of related customer service experience with demonstrated customer service skills. Basic knowledge of investment products, financial markets, and account registration types. Basic understanding of tax implications related to investment accounts. Advanced written and verbal communication skills. Ability to manage a high volume of calls and new account transactions while maintaining a high degree of accuracy. Strong organizational skills with the ability to prioritize work and manage multiple requests. Strong attention to detail, particularly when reviewing account-opening documentation and transactional information. Strong problem-solving skills with the ability to research issues, evaluate options, and support timely resolution. Ability to work effectively within established procedures while navigating exceptions and complex account-opening situations. Demonstrated computer proficiency, solid keyboarding skills, and experience working with current software applications. Strong desire to continuously learn and improve. Skills You Have Customer Service Mindset (NM) - Advanced: Anticipates customer needs and applies understanding of customer needs or perspectives to solve problems and drive outcomes as the basis for decision making. Leverages knowledge of trends affecting customer to help them make informed decisions. Attention to Detail (NM) - Advanced: 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. Financial Services Industry Acumen (NM) - Advanced: Applies knowledge of both general and organization-specific financial theories and is up-to-date on the latest market movements. Demonstrates problem-solving skills that ensures business's financial stability, follows generally accepted accounting principles, regulations, and business ethics. Customer Support (NM) - Advanced: Captures customer information for inquiry and analysis in an organized, clear, and consistent manner; leverages knowledge of trends affecting customer to help them make informed decisions and communicates with the customer and the field. Uses customer intelligence to solve problems, demonstrate patience and understanding, ensure customer satisfaction by knowing the customer and audience and resolve customer complaints efficiently. Client Advocacy (NM) - Advanced: Translates customer issues and pain points into requirements, represents client's best interests. Analyzes customer feedback to understand client needs and communicates client sentiment to product teams and relevant stakeholders. Change Adaptability (NM) - Advanced: Becomes adaptable in response to continual changes; shows an openness to new ways of working, new methods, work-in-progress improvements and changes and seamlessly navigates the changing business environment and adjusts behavior as appropriate to the situation. Case Management (NM) - Advanced: Manages and maintains ownership of assigned cases, communicating status, managing requirements, and answering client questions. Ensures all claims and inquiries are necessary, reasonable, and legitimate. 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: $23.11 Pay Range - End: $34.66 Geographic 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. Skills Analytical Thinking (NM) - Advanced, Compliance (NM) - Advanced, Teamwork (NM) - Advanced, Escalation Management (NM) - Advanced, Change Adaptability (NM) - Advanced, Financial Services Industry Acumen (NM) - Advanced, Root Cause Analysis & Decision Quality (NM) - Advanced, Investment Products (NM) - Advanced, Prioritization (NM) - Advanced, Policy & Procedure (NM) - Advanced, Customer Support (NM) - Advanced, Tax Awareness (NM) - Advanced, Field Relations (NM) - Advanced, Client Advocacy (NM) - Advanced, Attention to Detail (NM) - Advanced, Adaptive Communication (NM) - Advanced, Quality Acumen (NM) - Advanced, Data Security (NM) - Advanced, Insurance Products (NM) - Advanced, Policy Inquiries & Complaints Management (NM) - Advanced, Customer Service Mindset (NM) - Advanced, Case Management (NM) - Advanced FIND YOUR FUTURE 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. Flexible work schedules Concierge service Comprehensive benefits Employee resource groups PandoLogic. xaygatp Remote working/work at home options are available for this role.
08/16/2026
Full time
About the Job Considering making an application for this job Check all the details in this job description, and then click on Apply. The New Accounts team within Investment Client Services supports our field partners and clients by completing new account requests accurately and efficiently in a regulated, client-focused environment. This role provides end-to-end ownership of new account inquiries and transactions, including reviewing account-opening documentation, resolving complex issues, managing escalations, and partnering with Financial Representatives to support a smooth account-opening experience. The role requires strong attention to detail, sound judgment, and strict adherence to confidentiality and client data privacy standards. What You'll Do Deliver a personalized and remarkable experience by answering new account questions, explaining available servicing options, and guiding Financial Representatives through the account-opening process in a call center environment. Resolve basic, intermediate, and complex new account inquiries and transactions within a registered area. Review new account requests and supporting documentation for accuracy, completeness, and alignment with established procedures and regulatory requirements. Research and evaluate solutions to complex new account issues, including identifying root causes, addressing exceptions, and resolving escalations. Take ownership of new account inquiries and transactions from initial submission through resolution, anticipating potential issues to reduce delays, repeat contacts, and unnecessary transfers. Effectively de-escalate challenging situations while guiding Financial Representatives through complex or unique new account requirements. Serve as a trusted advocate for Financial Representatives and partner with them to support the needs of their clients throughout the account-opening process. Promote available technology and self-service capabilities by educating Financial Representatives on tools and resources that support new account submissions. Understand the risks and potential client impacts associated with new account transactions, documentation, and account setup. Understand how systems connect to new account processes and outcomes and clearly explain system capabilities and limitations to others. Work effectively through ambiguity and changing requirements within a regulated environment to deliver accurate and positive outcomes. Support team members through process, technology, and regulatory changes and help others adapt to new ways of working. Build professional relationships with team members, field partners, and clients to strengthen trust and brand loyalty. Balance phone and transactional responsibilities while maintaining accuracy, confidentiality, and client data privacy. Identify opportunities to improve new account processes, reduce delays, and enhance the experience for Financial Representatives and clients. Coach, mentor, or train team members on new account processes and procedures as needed. What You'll Bring to the Role Associate degree in business or a related field, or an equivalent combination of education and experience. Minimum of four years of related customer service experience with demonstrated customer service skills. Basic knowledge of investment products, financial markets, and account registration types. Basic understanding of tax implications related to investment accounts. Advanced written and verbal communication skills. Ability to manage a high volume of calls and new account transactions while maintaining a high degree of accuracy. Strong organizational skills with the ability to prioritize work and manage multiple requests. Strong attention to detail, particularly when reviewing account-opening documentation and transactional information. Strong problem-solving skills with the ability to research issues, evaluate options, and support timely resolution. Ability to work effectively within established procedures while navigating exceptions and complex account-opening situations. Demonstrated computer proficiency, solid keyboarding skills, and experience working with current software applications. Strong desire to continuously learn and improve. Skills You Have Customer Service Mindset (NM) - Advanced: Anticipates customer needs and applies understanding of customer needs or perspectives to solve problems and drive outcomes as the basis for decision making. Leverages knowledge of trends affecting customer to help them make informed decisions. Attention to Detail (NM) - Advanced: 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. Financial Services Industry Acumen (NM) - Advanced: Applies knowledge of both general and organization-specific financial theories and is up-to-date on the latest market movements. Demonstrates problem-solving skills that ensures business's financial stability, follows generally accepted accounting principles, regulations, and business ethics. Customer Support (NM) - Advanced: Captures customer information for inquiry and analysis in an organized, clear, and consistent manner; leverages knowledge of trends affecting customer to help them make informed decisions and communicates with the customer and the field. Uses customer intelligence to solve problems, demonstrate patience and understanding, ensure customer satisfaction by knowing the customer and audience and resolve customer complaints efficiently. Client Advocacy (NM) - Advanced: Translates customer issues and pain points into requirements, represents client's best interests. Analyzes customer feedback to understand client needs and communicates client sentiment to product teams and relevant stakeholders. Change Adaptability (NM) - Advanced: Becomes adaptable in response to continual changes; shows an openness to new ways of working, new methods, work-in-progress improvements and changes and seamlessly navigates the changing business environment and adjusts behavior as appropriate to the situation. Case Management (NM) - Advanced: Manages and maintains ownership of assigned cases, communicating status, managing requirements, and answering client questions. Ensures all claims and inquiries are necessary, reasonable, and legitimate. 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: $23.11 Pay Range - End: $34.66 Geographic 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. Skills Analytical Thinking (NM) - Advanced, Compliance (NM) - Advanced, Teamwork (NM) - Advanced, Escalation Management (NM) - Advanced, Change Adaptability (NM) - Advanced, Financial Services Industry Acumen (NM) - Advanced, Root Cause Analysis & Decision Quality (NM) - Advanced, Investment Products (NM) - Advanced, Prioritization (NM) - Advanced, Policy & Procedure (NM) - Advanced, Customer Support (NM) - Advanced, Tax Awareness (NM) - Advanced, Field Relations (NM) - Advanced, Client Advocacy (NM) - Advanced, Attention to Detail (NM) - Advanced, Adaptive Communication (NM) - Advanced, Quality Acumen (NM) - Advanced, Data Security (NM) - Advanced, Insurance Products (NM) - Advanced, Policy Inquiries & Complaints Management (NM) - Advanced, Customer Service Mindset (NM) - Advanced, Case Management (NM) - Advanced FIND YOUR FUTURE 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. Flexible work schedules Concierge service Comprehensive benefits Employee resource groups PandoLogic. xaygatp Remote working/work at home options are available for this role.
Summary Scroll down for a complete overview of what this job will require Are you the right candidate for this opportunity Responsible for technical analysis/processing of 1035 exchange life insurance applications, and determination of funds allocation and transaction legality. Responsible for initial review, obtaining requirements, and processing of exchange proceeds, you will report on non-prepaid cases and accuracy of the cost basis adjustments; meet all service expectations and regulatory guidelines under the tax code for a 1035 exchange; communicate with outside companies to obtain necessary funds; administer proceeds in a timely and accurate manner, using a wide variety of computer applications; research and implement creative solutions to complex situations related to 1035 exchanges; identify cases that require additional underwriter involvement; process cost basis for 1035 exchanges, accountable for any necessary policy corrections changes for approved 1035 exchanges; identify and apply interest charge adjustments; take final action on 1035 exchanges. This position provides a balanced mix of customer interaction and case management. Team members typically spend about half of their time supporting clients and field partners by phone and half of their time managing complex 1035 exchange cases, conducting research, obtaining requirements, and processing transactions. What You'll Do: Successfully resolves questions and inquiries from Financial Reps and clients Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients. Educates Financial Representatives on self-service capabilities Fosters a professional relationship with our clients to enhance brand loyalty Exhibits skill in de-escalating servicing concerns Achieves productivity standards and goals while maintaining the highest level of customer service Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards Able to multi-task between phone and casework/transactional duties with the high degree of accuracy and quality Able to work independently and with your team to consistently identify opportunities improve work processes Researches and evaluates possible solutions using all available resources Manages casework in accordance with area service and/or productivity standards Welcomes change and embraces an environment where continuous improvement is expected from all employees Demonstrates a willingness to shift work priorities to meet the needs of the business and customer demand Identifies opportunities for improvement and is an advocate for delivering viable solutions and alternatives Ability to interact with latest technologies including devices to do their jobs and interact with clients Demonstrated ability to use computer software packages, including Word, Excel, and PowerPoint What You'll Bring to the Role: Associates degree in business or related field or equivalent combination of education and experience Previous customer service experience preferred Equally strong written and verbal communication skills Non-Registered fingerprinted will be required Ability to multi-task, prioritize and manage time effectively Willingness to embrace change in a fast paced work environment Desire to resolve complex problems A strong desire to continuously learn and improve Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages Successful completion of customer service required testing Skills You Have: 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: Manages and maintains ownership of assigned cases, communicating status, managing requirements, and answering client questions. Ensures all claims and inquiries are necessary, reasonable, and legitimate. Customer Service Mindset: Anticipates customer needs and applies understanding of customer needs or perspectives to solve problems and drive outcomes as the basis for decision making. Leverages knowledge of trends affecting customer to help them make informed decisions. Field Relations: Builds and maintains relationships with agents or brokers who work directly with customers to sell insurance products, and negotiates outcomes with field/clients. Understands the needs and concerns of these intermediaries, provides support and guidance on underwriting policies and procedures, and collaborates with them to ensure that customers receive the best possible service and coverage. Insurance Products: Leverages knowledge of the general components, characteristics, principles, philosophy, and advantages of specific Northwestern Mutual insurance products to inform approach to situations such as innovation, development, and improvement. Root Cause Analysis & Decision Quality: Assists and applies problem solving methods to understand the fundamental reasons of faults and problems; makes timely, data-driven decisions by understanding the probability of success, identifying customer risks, gathering business requirements, and developing value statements. Teamwork: Engages in others' behaviors to generate strong team cohesion and orientation. Facilitates open dialogue within and across teams to create trust and understanding. Shares collective successes and opportunities to improve as a group. 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: $20.51 Pay Range - End: $30.76 Geographic 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. Skills Customer Service Mindset (NM) - Intermediate, Case Management (NM) - Intermediate, Quality Acumen (NM) - Beginner, Field Relations (NM) - Beginner, Policy Inquiries & Complaints Management (NM) - Beginner, Adaptive Communication (NM) - Beginner, Data Security (NM) - Intermediate, Teamwork (NM) - Intermediate, Prioritization (NM) - Beginner, Compliance (NM) - Beginner, Insurance Products (NM) - Beginner, Policy & Procedure (NM) - Beginner, Change Adaptability (NM) - Beginner, Root Cause Analysis & Decision Quality (NM) - Beginner, Escalation Management (NM) - Beginner, Attention to Detail (NM) - Intermediate, Client Advocacy (NM) - Beginner, Analytical Thinking (NM) - Beginner, Customer Support (NM) - Intermediate, Tax Awareness (NM) - Beginner FIND YOUR FUTURE 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. xaygatp Flexible work schedules Concierge service Comprehensive benefits Employee resource groups PandoLogic.
08/16/2026
Full time
Summary Scroll down for a complete overview of what this job will require Are you the right candidate for this opportunity Responsible for technical analysis/processing of 1035 exchange life insurance applications, and determination of funds allocation and transaction legality. Responsible for initial review, obtaining requirements, and processing of exchange proceeds, you will report on non-prepaid cases and accuracy of the cost basis adjustments; meet all service expectations and regulatory guidelines under the tax code for a 1035 exchange; communicate with outside companies to obtain necessary funds; administer proceeds in a timely and accurate manner, using a wide variety of computer applications; research and implement creative solutions to complex situations related to 1035 exchanges; identify cases that require additional underwriter involvement; process cost basis for 1035 exchanges, accountable for any necessary policy corrections changes for approved 1035 exchanges; identify and apply interest charge adjustments; take final action on 1035 exchanges. This position provides a balanced mix of customer interaction and case management. Team members typically spend about half of their time supporting clients and field partners by phone and half of their time managing complex 1035 exchange cases, conducting research, obtaining requirements, and processing transactions. What You'll Do: Successfully resolves questions and inquiries from Financial Reps and clients Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients. Educates Financial Representatives on self-service capabilities Fosters a professional relationship with our clients to enhance brand loyalty Exhibits skill in de-escalating servicing concerns Achieves productivity standards and goals while maintaining the highest level of customer service Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards Able to multi-task between phone and casework/transactional duties with the high degree of accuracy and quality Able to work independently and with your team to consistently identify opportunities improve work processes Researches and evaluates possible solutions using all available resources Manages casework in accordance with area service and/or productivity standards Welcomes change and embraces an environment where continuous improvement is expected from all employees Demonstrates a willingness to shift work priorities to meet the needs of the business and customer demand Identifies opportunities for improvement and is an advocate for delivering viable solutions and alternatives Ability to interact with latest technologies including devices to do their jobs and interact with clients Demonstrated ability to use computer software packages, including Word, Excel, and PowerPoint What You'll Bring to the Role: Associates degree in business or related field or equivalent combination of education and experience Previous customer service experience preferred Equally strong written and verbal communication skills Non-Registered fingerprinted will be required Ability to multi-task, prioritize and manage time effectively Willingness to embrace change in a fast paced work environment Desire to resolve complex problems A strong desire to continuously learn and improve Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages Successful completion of customer service required testing Skills You Have: 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: Manages and maintains ownership of assigned cases, communicating status, managing requirements, and answering client questions. Ensures all claims and inquiries are necessary, reasonable, and legitimate. Customer Service Mindset: Anticipates customer needs and applies understanding of customer needs or perspectives to solve problems and drive outcomes as the basis for decision making. Leverages knowledge of trends affecting customer to help them make informed decisions. Field Relations: Builds and maintains relationships with agents or brokers who work directly with customers to sell insurance products, and negotiates outcomes with field/clients. Understands the needs and concerns of these intermediaries, provides support and guidance on underwriting policies and procedures, and collaborates with them to ensure that customers receive the best possible service and coverage. Insurance Products: Leverages knowledge of the general components, characteristics, principles, philosophy, and advantages of specific Northwestern Mutual insurance products to inform approach to situations such as innovation, development, and improvement. Root Cause Analysis & Decision Quality: Assists and applies problem solving methods to understand the fundamental reasons of faults and problems; makes timely, data-driven decisions by understanding the probability of success, identifying customer risks, gathering business requirements, and developing value statements. Teamwork: Engages in others' behaviors to generate strong team cohesion and orientation. Facilitates open dialogue within and across teams to create trust and understanding. Shares collective successes and opportunities to improve as a group. 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: $20.51 Pay Range - End: $30.76 Geographic 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. Skills Customer Service Mindset (NM) - Intermediate, Case Management (NM) - Intermediate, Quality Acumen (NM) - Beginner, Field Relations (NM) - Beginner, Policy Inquiries & Complaints Management (NM) - Beginner, Adaptive Communication (NM) - Beginner, Data Security (NM) - Intermediate, Teamwork (NM) - Intermediate, Prioritization (NM) - Beginner, Compliance (NM) - Beginner, Insurance Products (NM) - Beginner, Policy & Procedure (NM) - Beginner, Change Adaptability (NM) - Beginner, Root Cause Analysis & Decision Quality (NM) - Beginner, Escalation Management (NM) - Beginner, Attention to Detail (NM) - Intermediate, Client Advocacy (NM) - Beginner, Analytical Thinking (NM) - Beginner, Customer Support (NM) - Intermediate, Tax Awareness (NM) - Beginner FIND YOUR FUTURE 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. xaygatp Flexible work schedules Concierge service Comprehensive benefits Employee resource groups PandoLogic.
