Life Insurance Case Management Specialist

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Summary

At Northwestern Mutual, our vision is to deliver financial security to help our clients live their best lives by choice. A key pillar of our vision and success is an efficient and effective case management process. This role sits within the Insurance Department, which represents insurance protection across 5 million clients and more than $6.8 billion of dividends paid to policyowners in 2025. You will play a key role in positively transforming the underwriting experience for our clients, the field, and our underwriters. The case manager serves as the Home Office point of contact to the field. They are responsible for efficiently driving insurance applications through the underwriting process by providing proactive, personalized communication and follow-up, and expert guidance to the field, our vendors, and our underwriters. The case manager procures underwriting requirements, sets expectations, problem solves, and expedites the receipt of requirements needed for the Underwriters to effectively assess risk. They serve the Financial Advisors and Underwriters by preparing and guiding the case for policy review and approval, helping to ensure the financial security of our clients.

Primary Duties & Responsibilities:

• Effectively manage workflow and pending caseload in a manner that meets all production and quality metrics and service level expectations.
• Builds relationships and rapport with the Financial Advisors and their staff by serving as their consistent point of contact and anticipates their needs during the underwriting process.
• Effectively supports Underwriters by providing all information essential for risk assignment and completes non-risk assessment work according to an established process to drive cases through the Underwriting process.
• Proactively communicates with Financial Advisors to obtain missing information; expedite requests for additional information as needed, responds to inquiries, and resolves issues.
• Demonstrates excellent communication skills which includes exchanging clear and distinct information, thoughtfully listening to and presenting information that is clear and digestible, asking questions and checking for understanding with internal and external customers.
• Solves problems in straightforward manner; uses critical thinking skills to identify and analyze possible solutions using technical experience, guidelines and judgment and precedents in complex or unusual situations.
• Prioritizes and organizes work independently to ensure a smooth and timely process,
• Directly communicates with a wide variety of third-party vendors for status and ability to expedite and/or negotiate outcomes
• Partners with underwriter for explanations of difficult situations on outcomes of policies with the ability to build consensus with internal and external customers that the correct decision was met; keeps a positive mind set and tone when delivering adverse information.

Qualifications:

• A bachelor's degree preferred or equivalent combination of education and experience.
• Must have 2 + years of life case management experience in a high volume environment
• Progress toward LOMA's FLMI and/or ALU 101 is a plus.
• Analytical skills with the ability to make independent decisions and apply sound judgement in the application of rules.
• Excellent written and verbal communication skills with the ability to communicate clearly, handle confidential information, exercise tact, diplomacy, and resourcefulness.
• Demonstrate excellent organizational skills with attention to detail
• Ability to work effectively in fast-paced environment and use own initiative to effectively multi-task and prioritize.
• Proficient in technology and computer skills and using various software packages.
• Adaptable, agile, and able to deal with ongoing change management - takes initiative to ask questions and learn quickly.
• Understanding and knowledge of insurance case management processes, terminology, and technology to support and enhance day to day operations.

Required Skills:

Adaptive Communication (NM) - Intermediate

Attention to Detail (NM) - Intermediate

Customer Centricity (NM) - Beginner

Data Application (NM) - Beginner

Decision Making (NM) - Intermediate

Information Gathering (NM) - Beginner

Insurance Acumen (NM) - Beginner

Learning Agility (NM) - Intermediate

Change Adaptability (NM) - Intermediate

Consulting (NM) - Intermediate

Technology Adaptation (NM) - Intermediate

Underwriting Ecosystem (NM) - Beginner

Underwriting Practices (NM) - Beginner

Case Management (NM) - Intermediate

Customer Support (NM) - Intermediate

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Compensation Range:

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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.

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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.

FIND YOUR FUTURE

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