This role will oversee TPA relationships with AMO.

A point-of-contact and technical expert responsible for managing and fostering positive relationships with Third Party Administrators (TPA). Responsible for expediting/coordinating special handling cases, handling complex escalations, negotiating resolutions, providing proactive case work consultation, and helping to educate TPAs on processes and procedures. Responsible for coordinating organizational resources to resolve troublesome service issues and identify root causes to improve experience while balancing the financial and strategic goals of the department and company.

Primary Duties & Responsibilities:

• Demonstrated understanding of product and servicing needs of TPA and strengthens these partnerships through a shared vision of delivering a remarkable experience.
• Responsible for building strong relationships with TPAs, and internal business partners through trust, mutual respect, and teamwork.
• Adept at de-escalating volatile concerns and reestablishing confidence in our brand promise.
• Possesses exceptional internal communication and coordination skills. Works closely with the internal business to identify and detail our clients' concerns and/or expectations and collaborates with them to provide exceptional service.
• Accountable for managing all concerns from our TPAs from initial contact through final resolution.
• Informs applicable stakeholders on resolution progress and coordinates communication to all involved parties in a timely fashion.
• Collaborates with internal partners to track, trend and perform root cause analysis around elevated product or service-related concerns.
• Assess, research and resolve TPA escalations in AMO department.
• Leverages data analytics to identify obstacles and continually improve operations and the TPA experience.
• Strong understanding of our business priorities and ability to identify technology or processes that will improve or enhance our TPA experience.
• Serves as a liaison between the home office and TPA, to facilitate the implementation and adoption of new information and/or technology.

• Represents the Home Office during field visits and teleconferences.
• Analyzes trends and participates in data reporting activities.
• May work with resolving relationship or issues with sensitive field members or clients.
• May coach servicing agents.
• May assist with inbound calls.

Communication

• Collaborates with the RCS and Field throughout the escalation and/or complaint handling process,
• Proactive communication in developing and maintaining effective partnerships.
• Uses independent discretion and applies good judgment in communicating final decisions to TPA, field, or clients; utilizes tact, diplomacy, and negotiation skills to drive to an efficient resolution.

Knowledge, Skills, Abilities:

• Deep knowledge of Advanced Markets products and services; including TPA relationships and MCB accounts
• Deep knowledge of overall NM insurance products and systems
• Knowledge and understanding of state laws, statutes, and regulations, how they relate to payments, taxation, transactions, loans, withdrawals, and surrenders.
• Knowledge and understanding of ownership rights, TPA agreements, trusts, and BOLI/COLI groups.
• Demonstrated ability to analyze sophisticated information, independently solve problems by applying concepts, and using sound judgment.
• Ability to negotiate skillfully in difficult situations with both internal and external stakeholders, gains trust quickly of other parties to the negotiations.
• Excellent organization skills with the ability to multi-task and handle a high volume of demands.
• Ability to positively represent the department on committee assignments.
• Ability to work in a team environment and add value to group efforts.

Qualifications

• Bachelor's degree in business or an equivalent combination of education and progressively responsible work experience (4 years+)
• Minimum of six years of insurance operations experience (Insurance Products and Client Services preferred)
• FINRA series 6/7 and 63/66.
• Superior written and verbal communication skills
• Demonstrated interpersonal, verbal, and written communication skills.
• Highly skilled at managing multiple stakeholders while working through complex cases.
• Highly motivated and self-directed with the ability to manage and prioritize concurrent assignments.
• Superior customer service skills and technical knowledge of the operational aspects of Advanced Markets.
• Ability to build relationships, apply knowledge across complex business areas, and effectively navigate the organization to find solutions.
• Demonstrated problem solving through analytical ability, judgment, and decision-making skills.
• Demonstrated ability to negotiate skillfully in difficult situations with both internal and external stakeholders.
• Able to comply with all relevant laws, regulations, and policies.

This position has been classified as a Registered Representative under NMIS guidelines and requires fingerprinting.

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