WI3671841

1

Bachelor's Degree

Bachelors Degree

Unspecified

40

JOB REQUIREMENTS: At Northwestern Mutual, we are strong, innovative and
growing. We invest in our people. We care and make a positive
difference. 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\... For full
info follow application link. EEO/AA Employer/Vets/Disability \*\*\*\*\*
APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/FEFDC5F446BB41FA
Qualified females, minorities, and special disabled veterans and other
veterans are encouraged to apply.