Client Services Manager - Post Approval

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

Primary Duties and Responsibilities

  • Effective management of the work activities of post approval specialists, analysts and processors.

  • Promotes a positive and productive work environment which fosters team building.

  • Performs all aspects of performance management and career development.

  • Responsible for ensuring accurate processing of customer requests involving changes/corrections to newly issued policy contracts, refund requests, cancellations, reconsiderations, rescissions, reporting, follow-up of cash and contractual outstanding items.

  • Manages processes within state requirements while adhering to company guidelines regarding risk removal.

  • Responds to complaints/inquiries (via phone, link and letter) from policyowners, State Insurance Commissioners and Financial Representatives (FR's) involving discrepancies between application intent and policy terms and conditions. Guides team in complex matters and helps to resolve unique and complex business problems.

  • Primary responsibility driving innovative ideas designed to improve customer service to FR's /departments.

  • Principal relationship manager in the design, development, testing and implementation of methods/processes, which improve, expand and ensure cost-effective post approval service.

  • Directs information system criteria for automating and temporary manual processing for pilot initiatives, new issue processing and in force corrections.

  • Provide consultation and research on post approval processes in conjunction with policy corrections and billing practices.

  • Participates in special projects as a result of audits, lawsuits or process changes.

  • Works with operation leadership and department budget coordinator to maintain post approval budget needs and spends.

  • Administers company and departmental HR policies including compliance with the company and union bargaining agreement.

  • Effective management of staff to ensure compliance with Northwestern Mutual's Affirmative Action plan.

  • Provides leadership in introducing new functions/services to the field and home office in conjunction with field and home office communication staff.


  • Bachelor's degree or related work experience in jobs emphasizing decision-making, teambuilding, communication and personnel development

  • Strong interest in people development with proven leadership and decision-making skills.

  • Experience in managing people is desired

  • Excellent written and oral communication skills with ability to build rapport and gain acceptance at all levels in the Home Office and the Field

  • Analytical and general administrative management abilities in the areas of planning, organizing and controlling division operations

  • High degree of personal initiative and motivation

  • Strong organizational skills, with ability to independently set priorities and to carry out diverse assignments within time deadlines

  • Insurance operations knowledge desirable

  • Demonstrated excellence in customer service intervention resulting in successful technical problem resolution

  • This position has been classified as an Associated Person under NMIS guidelines


This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form.

Required Certifications:

Non-Registered Fingerprinted - FINRA

Grow your career with a best-in-class company that puts our client's interests at the center of all we do. Get started now!

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 Colorado or outside of a Corporate location, please click here for information pertaining to compensation and benefits.

Salary Range
$50,000.00 - $110,000.00
per Year
Salary range estimated by
salary estimation provided by zippia
Franklin, WI, 53132, US