Reconciles inaccurate or conflicting customer information through our DICE (Digital Integrated Customer Experience) processing (e.g. date of birth, spelling of name, address, social security number).
Utilizes various systems to locate and update client data based on correspondence that was returned to NM as undeliverable.
Basic knowledge of risk products and billing accounts
An understanding of the implications a transaction will have on a policy or billing account
Understanding of options available to illustrate, as well as analyzing policy illustrations for accuracy
Communicates with clients and the field by phone and email.
Reviews training manual, when necessary, to ensure appropriate handling of all types of work.
Follows standard work process to ensure that hourly target is consistently met.
Analyze and redistribute all cases by correctly identifying problems and issues and then determining what requirements are needed. Should be able to fully comprehend and identify all needed requirements in order to redistribute the case in good order.
Expected to take action for completing the tasks above and is accountable for the quality efforts of the work being done.
Processes a variety of standard work items.
Team Responsibilities (10%)
Responsible for adding value to the team and maintaining positive relationships with team members by exchanging useful information, providing feedback, submitting process improvement ideas, sharing knowledge/expertise in team meetings.
Manages and prioritizes work in a manner that will allow team members to easily support each other when necessary.
What You'll Bring to the Role:
High School diploma required.
One year of customer service experience or experience analyzing data.
Ability to handle a large volume of work accurately and promptly; strong organizational skills required.
Demonstrated data entry skills, keyboarding and ability to navigate through multiple systems required.
Ability to use Microsoft Windows.
Ability to analyze and interpret technical data.
Effective communication skills.
Demonstrated ability to solve problems independently.
Customer service experience is preferred.
Skills You Have:
Adaptive Communication : Formulates strategies to be used to convey complex information about services, products, systems, or processes to targeted audiences; communicates and liaises between technical and non-technical audiences.
Attention to Detail : Focuses on specific details to spot and correct errors in advance of them being found and surpass quality expectations. Performs work with thorough proofreading for presentation, content, accuracy, and overall quality.
Case Management : Communicates status of the case, manages requirements, and answers questions of clients. Monitors all cases to ensure that all claims and / or inquiries are necessary, reasonable, and legitimate.
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:
$20.51
Pay Range - End:
$30.76
Geographic Specific Pay Structure:
Structure 110:
Structure 115:
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Northwesternmutual · Franklin, WI Corporate