Summary

Manages a caseload of Initial Claims for Disability Income and Waiver of Premium claims with guidance from mentor and team leader, to educate callers on contractual claims guidelines, evaluate and analyze outstanding requirements and gather information, identify issues, and research solutions and communicate in a timely, professional and confident manner. Resolve non-complex issues without escalation, identify the need for special handling and communicate with the client or Financial Representative to obtain missing information and expedite request for disability benefits. Work directly with customers to create a positive customer experience when answering questions via direct calls or ones received in a call center environment, with the knowledge to analyze problems and handle the research necessary to resolve basic questions from policy owners and Financial Representative.

Primary Duties and Responsibilities

Claim Management/Analysis and customer service

• Initial Claim Analysis by administering a caseload of new preliminary claims in preparation for assignment to claims analysts or termination of the preliminary claim based on guidelines
• As part of the claim handling process, may be called upon to represent the Company in legal matters through preparation for and participation in depositions and trials.
• Handles claim files actively by evaluating claim information and making decisions regarding initial claim handling.
• Delivers a personalized and remarkable experience for our clients by having a solid understanding of basic contract knowledge and answering their questions, providing servicing options and helping them with their products or services in a call center environment.
• Resolves inquiries and transactions from Financial Reps and clients on basic level calls and transactions and is working towards proficient in complex work.
• Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers.
• While working closely with team lead or mentor, is coached to de-escalate client experience situations effectively while guiding clients through complex and unique inquiries.
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
• Embraces new technology and serves as an advocate for website and self-service capabilities by educating clients and field. Understands risks and impacts that the transaction has on the client or policy.
• Drives change and embraces continuous improvement by creating processes and provisions to accommodate change.
• Handles phone, transactional and claim responsibilities while adhering to strict confidentiality and privacy standards.
• Adept at shifting work priorities to meet the needs of the business and customer demand.
• Appropriately documents claim with telephone conversations, file memos and referrals.
• Prepares written communication with the help of pattern letters.

This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form.

Required Certifications:

Northwestern Mutual pays on a geographic-specific salary structure and placement in the salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please click here for additional information relating to location-based pay structures.

We are an equal opportunity/affirmative action employer and 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.

If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click here for information pertaining to compensation and benefits.

We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups