This is a Hybrid roles - in office and remote!

Summary

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.

Primary Duties and Responsibilities

Deliver a Distinctive Client Experience

• 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 clients and Financial Representatives on our client website and 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

Critical Thinking/Problem Solving

• 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

Change Agility

• 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

Digital Savvy

• 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

Qualifications

• 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

#LI-Hybrid

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.

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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.