Summary

Work as part of a team responsible for consulting, communicating and corresponding on issues related to the input of life insurance application data, including Pending Change work, auditing applications and data input, for the purpose of establishing computer records for underwriting and other required purposes. Troubleshoot and resolve complex application issues or case issues that are with an underwriter, but not approved, whether technical/system or application-related, identifying errors and determining appropriate corrective action. As appropriate, handle analytical and technical review of sensitive/confidential cases referred by others, as appropriate. You have a commitment to staying up-to-date on company guidelines to better enable yourself to effectively analyze and respond to exceptions and unusual situations. Above all, you demand excellence of yourself and handle tasks with the highest possible degree of accuracy and discretion.

Primary Duties and Responsibilities

Customer Service/Communication (30%)

• Provides customer-focused service to internal and external customers through written, verbal, and interpersonal communication via phone queue, Slack, email, direct phone line and ACD line.
• Participate in divisional or department committees.
• Provide service through interpersonal, verbal and written communication.
• Serve as an App Input/Pending Change resource to the Field as the primary contact for business partners in UWCC, CCS, Post Approval, Underwriting and Case Management.
• Independently resolve problems with applications submitted Not in Good Order (NIGO)Training and supporting new team members as needed.

Technical/Analytical (30%)

• Troubleshoot and resolve complex App Input issues whether system or application related.
• Demonstrate analytical and technical skills by identifying errors, determining the appropriate corrective action to take.
• Add/Remove applications from existing and new ISA.
• Input the detailed changes and communicate them to the underwriter or TC Coordinator.
• Identify and refer specific fields which require underwriter attention.
• Activate new Insurance Service Accounts (ISA) Documenting necessary case notes for proper handling of app.
• Maintain performance levels within the standards set for quality and other metric

Field Office Input (20%)

• Complete Field Office input of applications that are submitted as part of the Centralized Application Input program and those that cannot be done by the field staff or need to be reprocessed as required for cases with system limitations, new products, and/or department and training test cases.
• Inspect, analyze, and check for completeness and discrepancies and makes appropriate E-Referrals (notes) to the underwriter within department guidelines and standards.
• Serve as a resource for our field partners for questions and provides recommendations for case completion.

Home Office Input (20%)

• Responsible for all the duties outlined in the lower-level position with additional responsibilities for the job tasks involving more in-depth analytical and technical review of sensitive cases referred by Processors, other workgroups in TC/TUP and Pending Change.
• Accountable for accurate and timely completion of all Home Office and Field Office input work types.
• Responsible for inputting the confidential applications for HO employees and VIP cases. The employee must be familiar with company guidelines and unusual situations to analyze the in-force term contract.
• Initiate appropriate resolution or referral to the underwriter upon same day completion of input. Accurate Home Office input is an integral part of establishing permanent client data records which impacts premium billing, premium refunds, corporate planning and New Business analysis.

Qualifications

• Successful completion of any required testing. Demonstrated ability to handle fast-paced, high-volume work with high degree of accuracy.
• Demonstrate outstanding communication skills (written and verbal) to ensure a superior experience while building trust and fostering strong relationships with field and internal business partners. Ability to interact tactfully and positively with the Field Force and Home Office personnel.
• Work experience demonstrating analytical ability, business judgment, and independent decision-making required.
• Keyboarding skills required.
• Demonstrated ability to complete assignments with minimal direction and to handle details accurately.
• Strong organizational skills with demonstrated ability to independently set priorities, meet strict deadlines, and manage multiple tasks.

Note Regarding Requirements: this position may also require fingerprinting and/or FINRA registrations or have additional physical requirements. Managers can refer to the Job Description SharePoint for this information.

ADA Disclaimer: This job description is meant to be a general description and may not include all essential job functions or competencies needed to perform those job functions. The Company will accommodate medical needs for qualified job candidates to successfully perform the job. Job qualifications and accommodation needs are reviewed and evaluated on a case-by-case basis.

Compensation Range:

Pay Range - Start:

$18.37

Pay Range - End:

$27.55

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.