Job Description

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.Non-Registered Fingerprinted - FINRA

Compensation Range:

Pay Range - Start:

$18.74

Pay Range - End:

$28.10

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 who welcomes and encourages diversity in the workforce. 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.