CL&R Team Lead

About The Job

Works with divisional team members and resolves special handling cases on a wide variety of questions including, but not limited to, contracting, licensing, registration processes and procedures and complex NMFN database issues. The scope of the team leader's technical knowledge spans a broad range of unique situations and issues that may not be covered in current training or training manuals and requires problem solving ability to bring about case resolution and develop and communicate processes and procedures that are within regulatory standards.

What You'll Do

• Support and complete tasks for assigned Network Offices
• Recognized in the division as a technical expert in one or more areas of contracting, licensing and registrations.
• Coaching, case consultation and follow up with team members on divisional processes, system enhancements, procedural changes and emerging issues which impact case resolutions. 
• Responsible for updating training materials, checklists and divisional guidelines and communicating these changes to all divisions impacted.
• Coordinates training initiatives for team members, field management, financial representatives and field staff. 
• Conducts quality audits and ensures the accuracy of data in the NMFN data base. 
• Provides feedback to team members and the manager regarding performance improvement opportunities as well as confirmation of good performance.  Attention to detail and critical analysis is essential to ensure that the field is compensated appropriately and compliance standards are met.
• Understands each job task within the division and is able to provide back-up during vacations and high volume periods. Contributes to the daily workload within the division as well as handles cases that are non-routine and require special handling and/or research. 
• Provides superior customer service verbally and in writing on unique, complex and sensitive cases.
• Ability to respond to regulatory inquiries and facilitates communication with state and regulatory contacts.
• Determines the field's needs and the state regulatory requirements, completes an analysis of resolution options determining the best resolution and communicates the resolution to the appropriate parties in a timely manner. 
• Strong advocate for divisional process improvements. Actively identifies process efficiencies and coordinates implementation of improvements in divisional procedures. 
• Serves as a subject matter expert.  Participates in division, departmental and corporate committees and projects to plan for possible impact of new state regulations, system changes or procedures. 
• Actively participates in team meetings and works positively to resolve team issues. For example, may answer questions and provide guidance during Flag meetings.
• Willingly assists assists with work across the division to meet the service goals.
• May run reports and or analyze metrics related to team’s productivity and work volumes

What You'll Bring

• Associate's Degree in Business or related field or equivalent combination of education and experience in insurance operations or securities.
• Bachelor's degree preferred.
• 5-6 years of combined customer service, insurance operations or securities experience, with at least 2-3 years in CLR; 1-2 years of coaching experience preferred
• Working knowledge of CLR systems
• Strong knowledge of Word, Excel and PowerPoint
• Thorough understanding of Northwestern Mutual's financial network operations
• Ability to work independently to accomplish a variety of tasks, and to successfully complete tasks in a timely and accurate manner in a high volume area.
• Strong ability and interest to coach, train and provide guidance on core CLR responsibilities
• Superior customer service skills with ability to address and successfully resolve complex and sensitive field issues
• Expert technical knowledge
• Excellent communication skills, both written and verbal

#LI-Hybrid

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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.