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JOB REQUIREMENTS: At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference. Summary: Serves as a liaison and technical resource for the division regarding complex insurance case research and complaint handling. Responsible for independently handling complex complaints against the Home Office involving the servicing or performance of company products. Communicates, negotiates, and corresponds with policyowners and their financial representatives, field force, and members of regulatory bodies to explain and resolve complex cases. Primary Duties & Responsibilities: Technical Guidance / Case Analysis Resolution Acts as liaison to business partners throughout client advocacy services and consults on complex insurance case research, verbal customer dissatisfaction or special handling complaints ensuring proper resolution. Conducts extensive research on complaints to determine how a product was sold vs. how the product is performing, including any impacts to the client\'s insurance product. Acts as a primary contact for NM clients who choose to work directly with the Home Office or do not have a servicing Financial Representative. Resolves formal complaints referred from Law, Compliance, and Insurance Commissioners as appropriate Identifies service issues and recommends changes to system, procedures, and training for the Field and Home Office Represents the Home Office during field visits and teleconferences as necessary Participates in department projects/committees. Case Management Independently manages all individual casework while supporting and demonstrating adherence to all departmental quality standards. Participates in the evolution of department policy and procedures as they apply to client advocacy services in meeting the needs of the policyowner and administering the contract Handles consumer privacy requests from consumers, policyowners and field members in relation to regulatory privacy laws. Completes policy replica requests partnering often with Law Partner with Compliance and Law to handle ad hoc audit requests Communication Collaborates with the Field throughout the complaint handling process, developing and maintaining effective partnerships and ensuring proper resolution/ Uses independent discretion and applies sound judgment in communicating final decisions to internal and external clients; utilizes tact, diplomacy, and negotiation skills to drive to an optimal resolution for both the policyowner and the company. Evaluates and grants exceptions to established practices, procedures, and authority limits when appropriate Teamwork / Mentoring Mentor and coach team members on complex cases to ensure satisfactory resolution. Provides balanced feedback that is timely, specific, and direct to peers regarding work habits and job performance Completes regular quality assessments for use in... For full info follow application link. EEO/AA Employer/Vets/Disability ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/6271A5249C8C4B22 Qualified females, minorities, and special disabled veterans and other veterans are encouraged to apply.