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Northwestern Mutual · 2 days ago

Service Advocate

Franklin, WI Corporate

Full-time

Hybrid

Mid Level

$52K/yr - $112K/yr

4+ years exp

Northwestern Mutual is a long-established company focused on building trust and positive relationships. The Service Advocate role involves acting as a technical expert and point-of-contact for financial representatives, managing service issues, and enhancing client experiences through effective communication and problem-solving.

AdviceConsultingEmployee BenefitsFinanceFinancial ServicesInsuranceLife InsuranceWealth Management

Responsibilities

Demonstrated 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

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

Qualification

Insurance operations experienceCustomer service skillsData analyticsRoot cause analysisNegotiation skillsAdaptative communicationEscalation managementLeadership skills

Required

Bachelor's degree in business or an equivalent combination of education and progressively responsible work experience

Minimum of four years of insurance field and client operations servicing experience, Northwestern Mutual (or) similar environment highly preferred

Highly motivated and self-directed with the ability to manage and prioritize concurrent assignments

Strong customer service skills and technical knowledge of the operational aspects

Ability to build relationships, apply knowledge across complex business areas, and effectively navigate the organization to find solutions. Deals well with ambiguity

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 interpersonal, leadership, and verbal and written communication skills