Casework (60%)
- Interprets data accurately to research, analyze, and resolve cases within primary area function/process; may still be acquiring higher level skills; may have general knowledge of multiple functions/processes.
- Conducts in-depth analysis to correctly identify problems, escalating issues as needed.
- Makes appropriate and accurate decisions with strong knowledge of standard processes, systems, business rules, and procedures; may require application of non-standard policies and procedures to complete work.
- Under the direction of the Manager, Specialist, or Mentor, may handle more complex casework.
- Completes cases within defined turnaround times
>Team Responsibilities (25%)
- Gives and receives regular feedback/information in an open and positive manner.
- Helps others with additional casework as needed.
- Tries new ways of challenging the status quo and changing the way we work.
- Contributes to a positive environment by openly communicating new ideas/solutions, perspectives and experiences in team meetings, training sessions, 1x1s and huddles.
- Demonstrates behaviors that reflect and support our company and department values, vision, and culture of learning/growth
- Acts in a manner necessary to achieve organizational results (i.e. big picture).
- Organizes work in a manner that allows team members to easily locate and complete casework when needed.
>Customer Experience (10%)
- Handles and takes ownership of standard and non-standard communications (phone, email) with the Field and Home Office partners.
- Communication is professional, complete, accurate, timely, and effective.
- Appropriately escalates exceptions to Manager, Specialist, or Mentor as appropriate.
- Appropriately documents cases through the case management system.
>Personal Learning and Growth (5%)
- Exhibits a commitment towards personal learning and growth.
- Takes initiative to learn topics outside of core responsibilities.
Qualifications
- High School diploma.
- Minimum of two years of work experience demonstrating proficiency performing a variety of mathematical calculations and inputting accurate data.
- Experience should include minimum of one year of previous field compensation experience, one year of call center and/or customer service experience, or a combination thereof in a financial services environment.
- Strong demonstrated skills in analyzing complex information, problem solving, judgment, and independent decision making
- Insurance Operations Experience a helpful
- High level or organization and follow through.
- Able to identify and establish priorities to meet deadlines on multiple assignments.
- Demonstrated computer experience, including Word and Excel.
- Commitment to quality customer service.
- Has highly developed and demonstrated verbal and written communication skills proficiency within the home office and the field.
- Must handle confidential data in a manner consistent with the Privacy Information Act and Northwestern Mutual Standards
- Successful completion of any appropriate pre-employment testing.
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.
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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.
