About The Job:  

Under the general direction of the Manager and Specialist, analyze and process contract, license and registration terminations for Northwestern Mutual Life, Northwestern Long Term Care Insurance Company and Northwestern Mutual Investment Services, LLC (NMIS). Must maintain up-to-date knowledge on termination types, Company policies, contractual relationships, contract law basics and systems requirements to process terminations effectively (timely, accurately and confidentially).  Update and maintain address records on the NMFN database including group office moves.  Demonstrates precise accuracy in all job functions. 

What You'll Do: 
 

 Contract Terminations and State License Cancellations (40%) 

• Receive, verify requirements, and process termination forms within required timeframes to meet regulatory guidelines. 

• Independently analyze, coordinate and negotiate problem case resolution with the field, division management, the Law Department and NMIS Compliance Officers to ensure confidentiality and special handling are managed accurately. 

• In conjunction with contract terminations, cancel licenses and company appointments with the state insurance departments. 

• Must manually and accurately enter data into multiple home office systems to end the contractual relationships with each entity; send appropriate communication to all that need to be notified. 

Name/Address Changes (30%) 

• Analyzes requests for agent name/address changes. 

• Manually updates highly regulated FINRA on-line records. 

• Ensures address changes which affect RBOs are processed correctly in order to maintain supervisory compliance with FINRA. 

Data Management (20%) 

• Processes terminations of NMIS by the completion of U5s and handles the suspensions and inactivation of Registered Representatives in accordance with FINRA guidelines 

Team Responsibilities/Customer Service (10%) 

• Consistently meets divisional service level goals and performs well in a team environment.  

• Shares knowledge in team meetings and identifies process improvements.

• Back up for other team members; performs other duties as assigned.

What You'll Bring: 

• Associate degree in Business or related field or minimum of 4 years customer service experience in a professional environment including job knowledge required, or progressively responsible work experience in a Contract, License Registration division preferred. 

• Developed knowledge and proficiency using Word and Excel applications including other forms of written office communications. 

• Accurate keyboard and data entry skills. 

• Proven ability to handle confidential information in a fast paced, high volume work environment with a high degree of accuracy. 

• Demonstrated commitment to quality customer service. 

• Must possess highly developed and demonstrated verbal and written communication skills proficiency with all levels of the home office and field. 

• Aptitude and proficiency in analyzing complex information, problem solving, applying concepts and judgment and independent decision making. 

• Demonstrated ability to prioritize projects and independently complete assignments. 

• Previous proactive case management experience required. 

• Ability to work independently or as part of a team and adapt to changing priorities 

Skills You Have:

Attention to Details - Focuses on specific details to spot and correct errors in advance of them being found and surpass quality expectations. Performs work with thorough proofreading for presentation, content, accuracy, and overall quality.  

Risk Assessment & Identification - Leverages industry knowledge to determine and seek hazards that could potentially prevent the program, enterprise, or investment from achieving their objectives; designs systematic processes of identifying severity of hazards and evaluating the scale and impacts of any associated risk on the business.  

Strategic Thinking - Uses critical thinking and knowledge of business demand to plan, design, prioritize and execute high impact initiatives and programs.  

Policy & Procedures - Analyzes current policies and procedures, identifies gaps or areas for improvement, and develops and implements new policies and procedures to address those gaps. Ensures compliance with regulatory requirements and industry standards, as well as effectively communicates policies and procedures to employees and stakeholders. Understands the various components of a workflow, identifies bottlenecks, and implements improvements to increase productivity, reduce costs, and streamline operations.  

Cross Functional Partnering & Planning - Facilitates collaboration, communication, coordination, and planning with individuals and teams from different functions within the organization, and who have different areas of expertise, to achieve common goals.

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