Sr Customer Service Advocate Specialist
Northwestern MutualWisconsin, United States
Posted May 8, 2026
60880 - 91320 USD
Full Time
About the Company
Northwestern Mutual is here for what’s most important—helping families and businesses experience the freedom of financial security for over 160 years. Through our personalized, holistic approach, including both insurance and investments, we’re helping people make the most of life today, and for days to come. Through advisors who stay with you every step of the way, leading insights and technology, and digital-first experiences, we’re here to show our clients a better way to money. In managing $265.0 billion in assets, $28.1 billion in revenues, and more than $1.8 trillion worth of life insurance protection in force, Northwestern Mutual has had the privilege of being there for more than 4.5 million people who rely on us for life, disability income and long-term care insurance, annuities, brokerage and advisory services, trust services, and discretionary portfolio management solutions. The company is trusted with more than $125 billion of client assets as a part of its wealth management company and investment services. We are strong supporters of our financial workforce nationwide as well as our home office professionals in Milwaukee, WI. We’re continuing to grow, and we believe diversity makes us stronger as we help shape the future of financial security. Help us get to know you by applying for open positions here: https://jobs.northwesternmutual.com/ Financial representatives and interns are independent contractors and not employees of Northwestern Mutual. https://www.northwesternmutual.com/social-media-guidelines
Job Description
A Sr Customer Service Advocate Specialist is responsible for expediting special handling cases, negotiating resolutions, providing proactive field case work consultation, and helping to educate/train financial reps and their staff. The position is a cross-functional role empowered to marshal organizational resources to resolve troublesome service issues and identify root causes in order to improve the field customer experience while balancing the financial and strategic goals of the company.
Requirements
- Bachelor's degree in business or an equivalent combination of education and progressively responsible work experience
- Minimum of four years of insurance operations experience
- Advanced customer service skills and technical knowledge of the operational aspects
- Demonstrated ability to build relationships, apply knowledge across complex business areas, and effectively navigate the organization to find solutions
- Heightened ability to influence without authority
- Demonstrated ability to negotiate skillfully in difficult situations with both internal and external stakeholders
- Demonstrated problem solving through analytical ability, judgment and decision making skills
- Advanced interpersonal, leadership, and verbal and written communication skills